Snakehive is an e-commerce company specialising in designing beautifully crafted phone cases and accessories.
This is a unique full time opportunity within a fast growing eCommerce company based in Dorking, Surrey.
With new challenges every day this is an incredible opportunity to work in a fast growing e-commerce team in an exciting product area.
You will need to have a passion for working in e-commerce and a fun fast paced culture.
During busy periods there will be opportunities to help and get exposure to numerous other areas of the business.
Responsibilities and Duties
- Responsible for managing the Customer Service system - organise, prioritise and categorise all inbound queries within the system.
- Answer customer queries via multiple channels including telephone, email, social media and live chat - delivering exceptional and timely service to all customers.
- Handle any order problems and make any necessary adjustments to orders within the Inventory system.
- Report and analyse customer queries as well as regular concerns and issues faced by customers.
- Respond to any feedback left by customers addressing any concerns they have across multiple channels; work with the marketing team to identify and prioritise these queries.
- Resolve any product related issues, liaising with the Supply team.
- Proactively put forward new ideas about how things can be improved within the organisation and Customer Service areas.
- Provide regular reporting on key metrics
- Deal with customer returns.
Qualifications and Skills
- Excellent written and verbal communication skills in English.
- Good time management, organisation and the ability to multitask.
- Computer literate and an interest in ecommerce.
- The ability to work well under pressure.