European Ecommerce Customer Service Advisor

Overview

Reporting to the Ecommerce Manager, the European Ecommerce Customer Service Advisor should be bi‑lingual with a passion for providing excellent service to our Ecommerce team. Your primary role will be to deliver first‑class customer service to current, prospective and new customers via all forms of online customer engagement. You will work closely with key members of the Ecommerce and Operations teams in a rapidly growing business unit covering continental European regions, including Germany.

• Deliver outstanding customer service by answering customer queries primarily via e‑mail, live chat (tbc) and telephone (tbc) for our German, Italian, Spanish and French online channels
• Resolve customer queries received through our European eBay, Amazon and e‑commerce web shop
• Resolve and process returns, exchanges, and discrepancies within a timely manner
• Communicate with couriers about outbound / lost / damaged in transit shipments
• Co‑ordinate orders on internal / external systems
• Co‑ordinate with external e‑commerce partners

• Be fluent in German
• Computer skills – Microsoft Outlook and Excel, Zendesk, eBay and Amazon Seller Central experience desired but not essential
• Excellent customer service skills
• Excellent attention to detail
• Ability to prioritise, multitask and react quickly to urgent enquiries
• Ability to communicate well with all internal departments
• Professional email and telephone manner
• Confidence to speak to a wide range of customers
• An interest or knowledge of vehicle car parts is desired
• Technical experience with e‑commerce platforms (desired but not essential)