Job Description

Summary:

Reporting to the Head of Retail in our retail store, you will be responsible for engaging and developing a strong connection with our customers, improving service levels, developing loyalty, driving traffic online to the store and driving store traffic to online. You will be the first customer service representative, looking after our customers from three websites looking after Chinese, American and the rest of the world, preparing the ground to build the team for the future.

Responsibilities

• Looking after customer service across three websites China, US and Rest of the World

• Manage all ecommerce pre and post-sales enquiries through telephone, email, referral from social media managers and online chat from the website assist drive conversion, assist customer conversion with “Live Chat”

• Check ecommerce orders received on web platform daily to ensure they’re being fulfilled by the warehouse & customers are receiving dispatch details on time, as well as actively managing orders placed through third party order platforms

• Monitoring the successful fulfilment of online orders, reviewing the full customer journey on website and app

• Track orders alongside customers from origin to delivery, ensuring communication with customer every step of the way, ensuring resolutionof any delivery exceptions in a timely manner

• Work alongside Operations & Logistics Executive to arrange and monitor all ecommerce customer returns whether for refund, exchange or repair

• Improve the Customer Experience & Customer Journey and help move to a single customer view

• Diagnosing and analysing issues and reporting them to line manager

• Monitor fraud and chargebacks, optimize strategies to minimize fraud online through customer calling

• Staying informed on product launches and marketing campaigns (promotions or sales) according to the content calendar and keeping online and design briefed in what is happening

• Advise customers on what bag to buy and give fashion and styling advice that represents the brand

• Manage the rollout of customer experience projects such as pre orders, click & collect, monogramming and bespoke

• Constantly work to improve the customer’s online experience, staying ahead of new trends, competitors and recommendation new ideas and initiatives to management

• Develop VIP loyalty scheme offering an improved customer experience service, with fully managed orders end to end

• Talk to customers on the phone daily to provide feedback and follow up

• Responsible for driving online customers to the store and the store customers to online

• Develop customer surveys and feedback mechanism into the business

• Install Net Promoter Score for customer service, and seek to improve scores over time

• Implement concise, weekly powerpoint report to present data on the week in Customer Care

Skills & Experience

• Bi-Lingual: Fluent in spoken and written Mandarin and English

• First-class interpersonal communication skills

• High accountability and responsibility for self

• Effective project management and organisational skills

• Previous Customer Service experience highly beneficial

• Polite, friendly and concise telephone manner

• Strong numeracy and analytical skills