Customer Success - London, United Kingdom - Guinness World Records

Guinness World Records
Guinness World Records
Verified Company
London, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

JOB OVERVIEW:


What's the fastest game bird in Europe? This was the question that inspired the founding of Guinness World Records (GWR) back in 1955.

Starting with a single book published from a room above a gym, GWR has grown to become a global multimedia brand, with offices in London, New York, Beijing, Tokyo, and Dubai.

Today, we deliver world-class content, not just through books, but via TV shows, social media,, and live events.

Your days will be varied, and you will build knowledge in topics you never imagined, so if you are a solution oriented, creative thinker and have a thirst to continuously learn then this could be the job for you

Also the bird was the Golden Plover. In case you were wondering


The role sits within the newly formed eCommerce team whose primary focus is to develop the GWR online shop which will service GWR's large audiences that are linked to different arms of the business.

The eCommerce teams is tasked with trying to convert these audiences into shoppers.


The customer success & operations executive will have full responsibility of providing assistance to customers throughout their online shopping journey; including answering product queries, resolving issues, processing returns, and providing post-purchase support.

Equally as important, the role will also take the lead on internal customer queries and eCommerce operational support, including processing large orders, ad-hoc research and benchmarking and managing suppliers.

This service is crucial for enhancing customer satisfaction (both internal and external), fostering loyalty, driving efficiencies and repeat business.

If you are customer obsessed, extremely organised and a natural problem solver; this is the role for you


ESSENTIAL DUTIES AND RESPONSIBILITIES
External Customer Support

  • Management of customer service queries using Salesforce case management
  • Monitor stock discrepancies on Shopify/Salesforce and report to the corresponding team for problem shooting
  • Flag and investigate orders that are flagged for suspected fraud
  • Review and manage each order for corrections and special customer requests, including refunds and returns
  • Track backorders not fulfilled and outside SLA with our fulfilment partners
  • Support the ad hoc projects and the roll out of omnichannel service, AI chatbot and live chat tools
Internal Operations & Support

  • Managing small and large order requests from internal teams and partners
  • Own customer experience KPIs, regularly reporting these to the wider eCommerce team
  • Creation of purchase orders on behalf of the eCommerce team
  • Collaborate with the Director of Production to manage various daily operational aspects and handle delivery incidents with our fulfilment partners, resolve complaints and delivery disputes.
  • Make proposals on how to improve and streamline parts of the customer service on the ecommerce site, incollaboration with the eCommerce Marketing manager
  • Convey and highlight common trends and insights to the eCommerce team based on customer insights
  • Conduct external research and benchmarking in collaboration with the eCommerce team

ESSENTIAL DUTIES AND RESPONSIBILITIES

Job Requirements and Qualifications:

  • Proven experience of endtoend customer care experience, ideally within a fastpaced D2C or Ecommerce brand
  • Passionate and interested in Customer experience and Customer satisfaction
  • Compliance and Security (GDPR, Data Privacy, Data Backups etc)
  • Must be proficient in MS PowerPoint, Word and Excel.
  • Demonstrate understanding of ecommerce marketing and consumer psychology
  • Experience handling customer service in a Social Media driven business

Other Knowledge, Skills and Abilities:

  • You're a 'natural retailer'; obsessed with delivering your promise to customers.
  • Are an empathetic and excellent communicator who will always put customers first
  • A cando attitude. We are looking for someone happy to roll up their sleeves
  • Excellent project management skills with the ability to prioritise tasks, manage multiple projects simultaneously, and meet deadlines.
  • Have a comprehensive understanding of ecommerce and exceptional written and oral communication skills.
  • Selfmotivated, proactive individual with excellent problemsolving skills
Desired

  • Experience with using Shopify and Salesforce (case management)
  • Experienced copywriter, particularly in D2C comms

KEY RELATIONSHIPS:

  • Director of eCommerce
  • Director of Production & Distribution
  • Senior Product Manager
- eCommerce Marketing Manager

  • Management Teams (Consultancy, Digital & Publishing)
  • Adjudicators
  • Governance Teams (IT, Legal, Finance)

LIFE AT GWR:

  • A flat & transparent structure with a valuesdriven & collaborative culture.
  • Flexible / hybridworking policies.
  • 25 holiday allowance.
  • Enhanced family leave policy.
  • Seasonal Friday Hours a 1pm finish in the summer or a 4pm finish in the winter.
  • Open plan and central London office in Tottenham Court Road, with
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