Customer Service Representative Basingstoke, England
Job description
WALK London is a young but established family run footwear brand dedicated to creating fashion forward footwear.
We are looking to recruit a Customer Service Manager to manage all lines of communications with our customers. This work will include dealing directly with customers and managing customer returns and exchange process.
This is a fantastic opportunity for someone who has 6+ years of customer service experience with at least 2 of these years being at manager level. The role will be responsible for team management, improving the efficiency of the Customer Care team and setting the foundations for team scaling with business growth.
This is an ideal position in a fast-paced industry with opportunity for the candidate to grow within a vibrant, ambitious family run business. This is an onsite role (Monday to Friday 9am to 5pm) in our Basingstoke based Head Office.
Responsibilities (But Not Limited To)
- Provide best-in-class customer service to our customers.
- Maintain our personal service touch and 5* trust pilot service rating through the deployment of best-practice customer service strategies.
- Measure & report back to the business on customer service KPI performance.
- Provide customer satisfaction analysis and consolidation with practical solutions.
- Proactively optimise the exchange, return processes to continually improve efficiency and customer experience.
- Set the foundations for scaling in line with business growth – organising, planning, improving systems, automating customer responses etc. – while maintaining customer experience with us.
- Present regular communication internally, about and from the customer and proactively drive Customer Lifetime Value and help build the WALK London community.
- Building strong internal relationships across departments acting as the voice of the customer
- Daily reporting of customer service to senior management including ongoing issues
- Monthly reporting of customer service issues and feedback including reporting and presentation to senior management
Experience/Skills
- Previous experience as a Customer Service Representative in Retail
- Experience using Shopify, NetSuite and Meta Business suite is preferred
- Experience of using Microsoft Excel in a professional environment
- Able to advise on and manage customer escalations
- People-focused – able to engage and build trust and motivate internal and external stakeholders
- To write in different tones of voice as appropriate
- Knowledge of fashion/footwear products would be an advantage.
- Inspirational leadership style to deliver consistent customer service, leading by example and always prepared to own the extra mile
- The ability to be adaptive and responsive to change
Job Type: Full-time
Salary: £21,000.00-£24,000.00 per year
Schedule:
- 8 hour shift
Ability to commute/relocate:
- Basingstoke: reliably commute or plan to relocate before starting work (required)
Work Location: One location
Application deadline: 18/12/2022
Reference ID: WALK-CS-22
