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    • Customer Care Representative - London - Khanum's

    Khanum's
    Khanum's London

    2 weeks ago

    Default job background
    Retail
    Description

    Job Title: Customer Care Representative

    Department: Customer Service

    Reports to: Rokeya Khanum, Founder

    Days/Hours: Monday to Friday - 9am to 5pm

    Location: Hoxton, London

    Job Description:

    The primary purpose of this role is to provide comprehensive support to the business, delivering exceptional customer service while utilizing technical expertise and interpersonal skills.

    Main Responsibilities:

    Email and Shopify Order Management:

    • Provide customers with an exceptional level of customer service throughout their entire journey from pre-sale to post-sale.
    • Respond to customer queries and close them within 3-4 hours via Gorgias.
    • Manage TrustPilot and Google Reviews platforms to ensure satisfied customers leave positive reviews and negative replies are avoided.
    • Research ways to acquire more customers through online or offline channels, such as events and 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 pre-purchase queries into purchases to increase revenue.
    • Process abandoned carts to convert sales or help customers complete orders.

    Inventory Management:

    • Liaise with the Inventory/Production team to check stock availability on ready-to-ship items.
    • Have first-hand knowledge and memory of all inventory available in stock, ready to ship, or communicate with the production team regarding stock production timeframes.
    • Be knowledgeable about size guides to assist customer queries.

    Shipping Logistics:

    • Liaise with the Fulfilment Coordinator to ensure all deliveries are completed on time.
    • Assist customers in tracking orders using the DHL tracking system.

    • Provide weekly reporting on Customer Care performance to a wider team via Slack.
    • Report weekly to the Product Team on customer feedback.
    • Submit monthly reports on orders, sales, fulfilled orders, requested returns or exchanges, chargebacks, customer feedback, and notes for the production team.
    • Compile annual reports of YTD Customer Service on orders, refunds, and chargebacks.

    Qualifications & Experience:

    Requirements:

    • Must have experience using Gorgias.
    • At least one year's experience in online retail fashion and a genuine desire to provide good service levels to customers.
    • An understanding and passion for Khanum's and enthusiasm to represent the brand well.
    • Familiarity with working in a small focused team/start-up environment.
    • Developed digital/tech skills.
    • Experience using Shopify and PayPal.
    • Experience using Microsoft Excel.

    Qualities & Attributes:

    Essential Qualities:

    • 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 organisational 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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