Customer Service Representative

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Mama Owl believes in a beautiful childhood, natural living and the value of well-made heirloom products. We believe in fair-trade and sustainability. We want our marketing to reflect all we believe and show our products in the most beautiful way.

Role Summary

We are looking for a passionate, enthusiastic individual with a customer first attitude. As our Customer Service Representative, you will be working within a small team to help grow a fast-paced children’s and womenswear e-commerce site. The role will be our first point of call for all customer queries across channels, you will be a brand ambassador and be close to ensuring strong community building within our customer base.

Working alongside the Operations Team and the Operations Manager the applicant will need to maintain high levels of accuracy in day-to-day customer care, help develop the business customer satisfaction processes and provide an impeccable and reliable service to our customers.

You’ll go the extra mile to support our customers, delivering the highest standard of service, dealing with customer queries and resolving issues. You prefer to have a structured and productive workday and thrive with systematic work routines and admin work at the same time as providing individual customer service advice.

If you have a customer-first attitude, a high productivity level and a passion for helping others, we’d love to hear from you!

Working Hours:

Full-time, Mon & Tue 8am-4pm, Wed, Thu & Fri 8am-3pm, Sat & Sun up to 1.5 hours each day

Location:

Weekdays, East London Warehouse E10, Weekend working will be remote

Key Role Responsibilities:

· Resolving customer queries of all kinds, across multiple platforms with professionalism and care. Achieving 24hr reply KPI daily.

· Liaising with the Warehouse Operations Manager to ensure any issues that need support are resolved efficiently.

· A brand ambassador with a passion for sustainability, to ensure clear and brand-centric advice and information on product, materials, and product benefits as required.

· Managing our online Facebook community page.

· Tracking and processing all refunds and exchanges.

· Performing all hands-on manual task in the warehouse as required.

· Monitor and answer customer questions on review portals.

· Communicate professionally with our couriers on any shipping queries and perform daily checks through online portals to track efficiency.

· Keep informed of and work to resolve any customs related issues, we ship world-wide, and policies differ from country to country.

· Process orders that fall outside the standard procedure of the warehouse fulfilment, e.g. out of stock communication, shipping errors etc.

· Make sure customer returns are processed in a timely manner, checked and added back to stock.

· Help the warehouse team with manually processing orders at peak times when necessary.

·Customer Care Ecommerce Experience:
We are looking for an individual with customer service experience, preferably from retail/clothing, as well as administration experience.

·Excellent Communication:Ability to clearly and effectively communicate with customers both written and verbally.

·Active Listening:
Attentively listen to customers and understand their needs and concerns, with a focus on providing the best service possible always.

·Problem Solver:
Ability to quickly identify and resolve customer requests.

·Patience:
Ability to remain calm and composed when working under pressure.

·Adaptability:
Ability to handle a wide variety of customer interactions, adjusting communication styles as necessary, and be able to de-escalate communication when required.

·Positive Mindset:
Remaining positive and upbeat even during challenging customer interactions.

·Dual hands-on and admin: Ability to balance the customer support and admin tasks with hands-on tasks, for e.g. measurements of garments for our webpage, picking orders for customers’ exchanges.

Ideal Skills:

· A strong knowledge of the children swear market.

· A passion and knowledge of fashion sustainability.

· A knowledge of wool and its’ benefits.

At Mama Owl…