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E Commerce Customer Service Supervisor

Zoek Pin Uxbridge, Greater London, England


Permanent (Full time)

Posted 2 days ago

Key responsibilities:

Management of Customer Service team of up to 3 - training, setting KPIs, day-to-day handling of issues as they arrive.
Replying to all enquiries, either through the online mailbox, Live Chat or telephone
Processing orders on a daily basis and liaising with the 3rd party logistics team to ensure prompt and accurate deliveries.
Processing of Out Of Stock items (OOS), and refunds.
Managing disputes and return requests.
Assist with tracking shipments where required.
Weekly Customer service meetings, reporting back on KPI’s via NetSuite, Olark (Live Chat) and Trustpilot
Supervising team members, providing feedback where necessary and reporting team strengths and weaknesses to management. Doing assessments and one to one's with the team, when necessary.
Supporting the marketing team with customer social media requests and feedback any issues.
Monthly meetings with Logistics team at 3rd party warehouse to ensure any carrier issues are fed back.
Working closely with the management team to feedback on areas of improvement, both from the team and the customers
Skills Required

Good IT literacy including the use of websites on a Shopify platform.
NetSuite experience ideal or SAP system
A flexible and 'can-do’ working style.
Possess the willingness to learn, improve and adapt.
A proactive, positive attitude
Calm under pressure
Meticulous attention to detail and committed to delivery of outstanding service
Ability to coach and oversee a team.
Staffco Professional is an equal opportunity employer

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