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    • Customer Care Representative - Greater London - Khanum's

    Khanum's
    Khanum's Greater London

    2 weeks ago

    Default job background
    Retail
    Description

    Customer Care Representative Role

    This is a key role at Khanums, reporting directly to Rokeya Khanum, Founder. The primary purpose of this position is to provide comprehensive support to the business, delivering exceptional customer service and using technical expertise and interpersonal skills to run customer service operations.

    Key Responsibilities:

    • Email and Shopify Order Management
      • Provide customers with an exceptional level of customer service, ensuring a great brand experience throughout the entire customer 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, ensuring satisfied customers leave positive reviews and negative ones are avoided.
      • Research and execute ways to acquire more customers through online or offline channels, events, sample sales, or new collection launches.
      • Assist with customer inquiries 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 and help customers complete orders.
      • Work with the Production Team to reduce monthly returns and exchanges.
    • 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 production regarding stock production timeframes.
      • Be knowledgeable about size guides to assist customer queries.
    • Shipping Logistics:
      • Liaise with Fulfilment Coordinators to ensure timely deliveries.
      • Assist customers tracking orders using DHL tracking systems.
    • Monthly Reporting:
      • Weekly report on Customer Care performance on Slack to a wider team.
      • Weekly report to Product Team on customer feedback.
      • Monthly report on number of orders, sales, fulfilled orders, requested returns/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.
      • At least one year's experience in online retail fashion and a genuine desire to provide good service levels to customers.
      • Understanding and passion for Khanums 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:

      • 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 essential.
      • Quick learner and ability to adapt with new platforms/dashboard.
      • Reliability is crucial as this role requires managing independently.
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