Customer Care Representative - Charing Cross - Khanum's

Description

About Us

Khanum's is a dynamic and innovative company that values exceptional customer service.

Job Description

We are seeking a highly skilled Customer Care Representative to join our team. As a key member of our operations, you will be responsible for providing comprehensive support to our business, delivering the best possible customer experience.

Key Responsibilities:

• Email and Shopify Order Management:
• Provide personalized product information and exceptional customer service to ensure a great brand experience throughout the customer journey.
• Respond to customer queries within 3-4 hours via Gorgias, ensuring timely resolutions and satisfied customers.
• Manage TrustPilot and Google Reviews platforms to encourage positive reviews and minimize negative feedback.
• Research and implement strategies to acquire new customers through online and offline channels, including events and activations.
• Assist with customer inquiries and provide tailored product information.
• Interact with customers via email, Instagram DMs, website chat, and phone, showcasing excellent communication skills.
• Inventory Management:
• Liaise with the Inventory/Production team to verify stock availability for ready-to-ship items.
• Maintain in-depth knowledge of inventory levels, production timelines, and size guides to assist customers effectively.
• Shipping Logistics:
• Liaise with the Fulfilment Coordinator to ensure timely deliveries.
• Assist customers with tracking orders using DHL's tracking system.
• Monthly Reporting:
• Deliver weekly performance reports on Customer Care metrics to the wider team via Slack.
• Share weekly feedback reports with the Product Team to inform improvements.
• Compile monthly reports on key performance indicators, including orders, sales, fulfilled orders, returns, chargebacks, customer feedback, and production notes.
• Generate annual reports on year-to-date customer service metrics.

Qualifications & Experience:

• A minimum of one year's experience in online retail fashion, demonstrating a genuine passion for delivering exceptional customer service.
• Familiarity with working in a small, focused team or startup environment.
• Proficiency in digital and tech skills, including Gorgias, Shopify, PayPal, and Microsoft Excel.

Attributes:

• Calm and composed when handling multiple tasks and difficult conversations.
• Strong grit and ability to adapt to fast-paced environments.
• Excellent communication and writing skills, with exceptional email etiquette.
• Superior time management and organizational skills.
• Ability to quickly learn and adapt to new platforms and dashboards.
• Reliability and willingness to work independently as part of a one-woman team.