职位：Customer Care Assistant
Working within the eShop team this role is the first point of contact for customers calling the eShop.
This role is responsible for ensuring that all communication and action taken enables the eShop to improve, maintain and deliver exceptional customer service to our Mandarin speaking clients. This position requires the individual to take ownership of their business area and believe that delivering exceptional customer service is pivotal to the success of the business.
The main objective of this role is to take responsibility for delivering and increasing the direct website sales while providing the highest levels of customer care during this busy sale period.
BEING the first point of contact for our Mandarin speaking customers contacting the website, ensuring all communication is answered within 2-3 hours where possible
LOGGING of relevant customer data ensuring any reports or logs are updated regularly and accurately as required
IDENTIFYING high spending or priority level customers that can be passed to the MyStylist team to help grow our online MyStylist team customer base
MANAGING the faulty returns process, ensuring customers are notified of issues and discounts negotiated as needed (Logging this data as required and working with the Customer Services Manager to resolve issues)
DEALING with all customer enquiries; chasing deliveries, resolving simple technical issues and forwarding client queries to relevant teams where necessary
RESPOND to any customer complaints from the site; ensuring the highest levels of service are given every time and liaising with the Customer Care Supervisor and EShop Manager to ensure a suitable resolution
ENSURING customers updated regularly regarding any ongoing queries
MANAGING the returns process; ensuring returns are processed within 24 hours of arrival
ANY other duties as reasonably requested
Excellent experience with Customer Care in an office environment or on the shop floor
Excellent written and verbal communication skills
Fluent in verbal / written Mandarin and English
Good team player
Excellent written skills and excellent communication skills
Able to take initiative
Excellent eye for detail and good organizational skills
Experience with Microsoft packages
From the moment you join our team we aspire to make your employment experience an engaging and memorable one.
If you are energetic, hardworking and thrive in a collaborative and fast-paced environment, then please apply with a CV and covering letter stating your salary details and notice period.
IDEABOXESUK是一家made in London的职业咨询猎头公司。致力于帮咱华人在英国找到自己的career path。在这里，周一至周日，我们会分享英国华人的工作资讯和英国职场的各种事儿