Customer Services & Studio Administrator for a Luxury E commerce Brand

An exciting opportunity for a passionate, customer-driven individual to join the team. Known for imaginative, colourful hand-drawn prints, creations include home furnishings, scarves, and accessories to spark the imagination. This individual will need to be professional, proactive and dedicated to providing a luxury service, with our customer at the forefront.

This person will report to our CEO, and be based near Liverpool Street.

Key Responsibilities:

Customer Care

• Be the first point of contact and consistently deliver an exceptional customer experience

• Address customer enquiries through a number of channels including phone, email, live chat and social channels, working within the brand guidelines

• Take a proactive approach, anticipating and preventing any barriers to a totally seamless customer experience, whilst anticipating future needs of the customer

• Act as the customer advocate within the business, escalating issues where needed and providing customer feedback to the relevant commercial and operational teams

• Convey a solution-focused message to the customer at all times

• Liaise with external partners and suppliers to expedite issues that are raised by customers

• Achieve and exceed productivity and KPI's without compromising the delivery of exceptional customer service

• Strive to improve customer service and knowledge through regularly sharing customer feedback within the EJS team

• Develop and nurture relationships with our VIP clients, offering a personalised service

E-commerce/ Order Management

- Place relevant orders with our suppliers daily

- Manage work flow on our internal platforms

- Manage customer orders on Shopify

- Work with our shipping partners to ensure a smooth delivery process

- Regularly communicate with our fulfilment centre

Additional/Shared Responsibilities

- Act as a company representative at seasonal retail events, assist at photoshoots when necessary

- Assist with the wholesale admin function of the business, supplying goods to retailers such as Harrods and Liberty

- General office upkeep and administrative tasks

- Weekly, monthly and quarterly reporting on Customer Service KPIs

THE IDEAL CANDIDATE

Is someone who has:

• Worked in a customer care environment, preferably in the ecommerce luxury retail sector

• A customer centric approach in all your work

• Demonstrable experience in providing exceptional customer service

• Passion and desire to work proactively, offering an exceptional experience

• Ability to learn quickly and absorb extensive information on our brand and product offerings

• Technical agility in learning and using multiple applications and systems; ability to multi-task on a daily basis between systems

• Excellent written and verbal communication skills; including attention to detail and use of excellent spelling and grammar as well as the ability to build relationships with customers

• Interest in luxury design / interiors / and a passion for the brand

Extra brownie points:

• Experience with Shopify

• Experience with CRM platforms

• Proficient using Apple Mac computers

Key traits you might have:

• Self-motivated, high energy level, with passion to take ownership, accountability and initiative in exceeding business, team and individual goals

• Meticulous attention-to-detail and proactive approach to work