customer relations London, England
Job description
Top Bridal is a global online retailer, that owns JJ’s House Brand. Headquartered in Singapore, Top Bridal operates worldwide. At JJ’s House, you can find the perfect dress for your wedding, prom, party, or other special occasions. And with over 2,000 different types of dresses in regular, petite, and plus sizes, we’ve got you wrapped up in silhouettes and styles to make you feel beautiful and make your big moments lasting memories.
As a Customer Services Representative you are the friendly face of JJ’s House, who will be able to help our customers with whatever query they may have. Your most important job will be delivering 5-star service to all our customers and ensuring we resolve their queries on their first contact.
You’ll be responsible for communicating with existing and potential customers – managing orders, customer service and order queries through various mediums of contact including live chat, email and telephone conversations.
Responsibilities
The key duties for the role are:
- To manage inbound and outbound calls in a timely manner
- Ensure customers are constantly updated regarding their orders – progress or delivery status
- Handle customers complaints and ensure that all issues are addressed:
- to help with customers' presale inquiries and payment issue.
- to confirm order information such as size, colour, shipping address, changes, delivery date, cancellation, try-on, out-of-stock and so on.
- to check whether customers are satisfied with the solution to the problem.
- to understand, assess and manage queries, concerns, or complaints to ensure we achieve satisfactory outcomes and escalate them when needed.
- Keeping an accurate record of all calls to ensure the customers' requests are correctly passed to the team and will be processed effectively.
- Accepting possible letters or packages and sending the details to the team.
- Provide clear and accurate service and support by dealing efficiently and politely with all telephone, live chat and email inquiries.
Qualifications:
- At least have 1-3 years of working experience in the e-commerce fashion industry or a related field
- Excellent phone etiquette, interpersonal, written and oral communication skills in English. Additional languages may be required.
- The candidate will be an enthusiastic employee holding any graduate degree or equivalent certificate, ready to start as soon as possible.
- Proactive and able to learn new knowledge
- Analytical, data-driven person with strong problem-solving skills
Job Type: Permanent
Salary: £1,750.00-£2,100.00 per month
Schedule:
- Monday to Friday
Ability to commute/relocate:
- London: reliably commute or plan to relocate before starting work (required)
Education:
- Bachelor's (preferred)
Experience:
- customer service: 1 year (preferred)
Work Location: Hybrid remote in London
