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    Project Expert - London, United Kingdom - DR. MARTENS

    DR. MARTENS
    DR. MARTENS London, United Kingdom

    Found in: Jooble UK O C2 - 3 days ago

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    Description
    This isn't your typical customer care role.

    As a customer care expert, you will be a pivotal link to the Ecomm team, supporting day-to-day operations to deliver a full customer journey, whether its owning and driving FAQs changes to drive positive deflection, website auditing and amendments or reporting on and sharing tangible customer feedback to deliver improvements.

    Instead of using generic strategies that make customers feel like they are just another number, be caring and creative in your problem-solving skills.

    A true brand custodian that lives our values in everything they do.
    This role is be based out of our Camden Hawley Crescent Head Office. Fluency in French and English is essential.
    Promptly responding to more complex customer queries via email, live chat, video, phone, and social media channels.
    Immediately understanding and escalating sensitive complaints or issues that could have further implications.

    Identifying trends and common problems and escalating them to management, along with possible suggestions for improvements and initiatives through data.

    Supporting with regional translations for onsite product, SEO, Content & FAQ's, Legal / T&C's.
    Responsible for website Auditing (Category, PLP, Checkout, my account etc.)
    Hybrid / Website category description amendments to support the customer journey to purchase.
    Able to identify new ways of positive contact deflection and support with implementation of initiatives.

    Retail stores 1st line of contact in regard to Omnichannel operations and projects, cascading and receiving information that will drive a seamless approach.


    YOUR FUNDAMENTAL QUALITIES

    At least 3+ years' experience in a customer service role, ideally with experience of supporting customers over the phone, email, and live chat for an International retailer – within fashion would be preferential.

    Fluency in English and French to business level. High standard of IT literacy – ability to use CRM systems in addition to Microsoft Office packages (Word, Excel, etc)
    LI-FQ1 YOUR FUNDAMENTAL QUALITIES
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