Job Description
LOCATION – GUILDFORD
A high number of candidates may make applications for this position, so make sure to send your CV and application through as soon as possible.
ALB is a fast growing fashion brand looking for a customer service manager.
As ALB grows, we are looking for a passionate, hard working and humble individual to join us on this exciting journey in this role.
ROLES AND RESPONSIBILITIES
• Manage customer enquiries via all platforms including Shopify Inbox and social media channels.
• Follow department procedures and service level agreements
• Effectively communicate and follow up within deadline timeframes
•ensure and fulfil orders
• To provide the highest level of customer care to all customers.
• Performing additional administrative tasks within the department
• Reporting on fulfilment and warehouse errors and working hard to resolve any customer complaints.
• Reporting product and customer feedback to help continually improve our quality and product offering
• Managing courier claims and customer resolutions.
• Manage return payments for the website and Silk Fred platform.
• Managing daily checks of pending order payments
• Assisting senior team members with the presentation of trade reports on a weekly basis.
QUALIFICATION, SKILLS AND EXPERIENCE
• Highly organised and self motivated
• Flexibility
• Positive and professional attitude
• Computer Literacy – knowledge of Zendesk is desirable however not essential
• Experience using Excel
• Experience in customer service is preferable