• To develop and maintain high levels of product knowledge in order to provide excellent customer service through all channels (email, telephone and social media) when handling queries, issues and complaints.
  • Responsible for dealing with returns, refunds and exchanges efficiently and within the SLAs.
  • Liaising daily with suppliers and external fulfilment centre to deal with customer queries, determining when to provide feedback and escalating queries to the Buying & Merchandising team, eCommerce Assistant and Manager.
  • Working with the Ecommerce Assistant to maintain and update product catalogue and categories on website.
  • Contribute to stock take and off-site sales activities when required
  • Covers certain aspects of the eCommerce Assistant duties when required

    • Skills, Knowledge & Experience

  • Confident and effective communicator, both verbal and written
  • Excellent customer service skills
  • Good IT skills
  • Strong team working skills and working own initiative
  • Strong organisation skills
  • Able to prioritise workload
  • Strong problem Solving and customer dispute resolution skills
  • Awareness of GDPR and relevant data protection legislation
  • Awareness of PCI-DSS, dealing with sensitive data
  • Knowledge of customer service in the retail sector
  • Experience in customer-focused sales/service activities.

    • Equality, diversity and inclusion

    We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair .

  • Please apply using your CV and a one page covering letter. Word format preferred and do not include any photographs or images