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    • Customer Care Representative - London - Khanum's

    Khanum's
    Khanum's London

    3 weeks ago

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    Description

    **Customer Care Representative Role Summary**

    This position involves providing comprehensive support to the business, delivering exceptional customer service and responding to inquiries from customers. The successful candidate will possess strong technical expertise, interpersonal skills and a passion for Khanum's brand.

    Key Responsibilities:

    • Email and Shopify Order Management:
      • Provide an exceptional level of customer service throughout the entire customer journey.
      • Respond to customer queries within 3-4 hours via Gorgias.
      • Manage TrustPilot and Google Reviews platforms to ensure satisfied customers leave positive reviews.
      • Research ways to acquire more customers through online and offline channels.
      • Assist with customer enquiries and provide personalized product information.
      • Interact with customers via email, Instagram DMs, website chat and phone.
    • Inventory Management:
      • Liaise with the Inventory/Production team to check stock availability.
      • Maintain first-hand knowledge of all inventory available in stock or communicating with production regarding stock production time frames.
      • Be knowledgeable about size guides to assist customer queries.
    • Shipping Logistics:
      • Liaise with the Fulfilment Coordinator to ensure timely deliveries.
      • Assist customers tracking orders using DHL tracking system.
    • Monthly Reporting:
      • Provide weekly reporting on Customer Care performance to a wider team.
      • Report customer feedback to the Product Team weekly.
      • Compile monthly reports on order numbers, sales, fulfilled orders, requested returns/exchanges, chargebacks, customer feedback and notes for the Production team.

      Qualifications & Experience:

      • Experience using Gorgias.
      • At least one year's experience in online retail fashion with a focus on good customer service.
      • Passion for Khanum's brand and enthusiasm to represent it well.
      • Familiarity with working in small teams/start-up environments.
      • Digital/tech skills, including experience with Shopify and PayPal.
      • Microsoft Excel experience.

      Qualities & Attributes:

      • Calmness under pressure and ability to handle multiple tasks.
      • Strong grit to handle difficult conversations with customers.
      • Able to work in fast-paced environments.
      • Great communication and writing skills with excellent email etiquette.
      • Time management and organizational skills.
      • Ability to adapt to new platforms/dashboard quickly.
      • Reliability is crucial as this role requires managing independently.
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