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    • Customer Care Representative - St James - Khanum's

    Khanum's
    Khanum's St James

    3 weeks ago

    Description

    Job Description:

    The primary purpose of this role is to provide comprehensive support to Khanum's, giving the best customer service possible. This involves responding to inquiries from prospective, current and past customers whilst successfully using both technical expertise and interpersonal skills to run customer service operations.

    Key Responsibilities:

    • Provide exceptional customer service to ensure a great brand experience throughout the entire customer journey from pre-sale to post-sale.
    • Respond to customer queries and close off queries within 3-4 hours response time via Gorgias.
    • Manage TrustPilot and Google Reviews platform ensuring satisfied customers leave positive reviews and negative replies are avoided.
    • Research and execute ways to acquire more customers online or through face-to-face interactions or events activations via sample sales or new collection launches.
    • Assist with customer enquiries and provide personalized product information.
    • Interact with customers via email, Instagram DMs, website chat, and phone.
    • Comfortably communicate with customers over the phone, providing clear and friendly support.
    • Assist with product exchanges and refunds.
    • Manage escalations and disputes or chargebacks via PayPal or Shopify.
    • Assist with custom/bespoke order queries and process confirmed orders via Shopify.
    • Convert queries into purchases to help increase revenue.
    • Process abandoned carts to convert sales and help customers complete orders.
    • Work with the Production Team to reduce the number of monthly returns and exchanges.
    • Liaise with the Inventory/Production team to check stock availability on ready-to-ship items.
    • Have first-hand knowledge of all inventory available in stock, ready to ship, or communicate with the production team regarding stock production timeframes.
    • Be knowledgeable about the size guide to assist customer queries.
    • Ship Logistics: Liaise with the Fulfillment Coordinator to ensure all deliveries are completed on time.
    • Assist customers tracking orders using DHL tracking system.
    • Monthly Reporting: Provide weekly reporting on Customer Care performance to a wider team.
    • Provide weekly reports to the Product Team on customer feedback.
    • Monthly reporting on the number of orders, sales, fulfilled orders, requested returns or exchanges, chargebacks, customer feedback, and notes for the production team.
    • Annual reports of YTD Customer Service on orders, refunds, chargebacks.

    Qualifications & Experience:

    • Must have experience using Gorgias.
    • Candidates must have at least one year's experience in online retail fashion and a genuine desire to provide good service levels to the customer.
    • Have an understanding and passion for Khanum's and enthusiasm to represent the brand well.
    • Familiar with working in a small, focused team or startup environment.
    • Developed digital/tech skills.
    • Experience using Shopify and PayPal.
    • Experience using Microsoft Excel.

    Qualities & Attributes:

    • Ability to remain calm and handle multiple tasks.
    • Strong grit to handle difficult conversations with difficult customers.
    • Ability to work in a fast-paced environment.
    • Great communication and writing skills with exceptional email etiquette.
    • Time management and organizational skills are a must.
    • Quick learner and ability to adapt to new platforms/dashboard.
    • Reliability is extremely crucial as this role is a one-woman team and requires the individual to manage accordingly.
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Customer care representative