Service & Digital Operations Executive

Full Job Description

Recruit Right   are looking for a Customer Service & Digital Operations Executive for one of established clients in the Blackburn area. Working closely with a dynamic team and also using own initiative to work with written responses to consumers.

Monday to Thursday  8.30am to 5pm and Friday 9am to 5pm.

Job role

• Answering customer queries via email, phone and live chat, while adhering to the businesses KPI’s and providing an excellent service.
• Processing returns and exchanges within the order management system. This would also include reaching out to customers in some circumstances to ensure the correct action is taken.
• Capturing all customer enquiries within our CRM system accurately, in order to give us accurate stats to report back to the business.
• Contacting product teams to get answers for customer enquiries where we don’t have the knowledge or information.
• Checking product availability and recognising if there is potential for more stock to be made available.
• Handling complaints or escalating them to the relevant teams where necessary.
• Liaising with couriers for delivery disputes.
• Highlighting website issues to the relevant teams.
• Assisting the merchandiser for tasks relating to stock within SAP (full training will be provided)

Experience and skills

• Experience working in a customer service role.
• Strong communication skills
• Excellent IT skills (including Microsoft office)
• Keen eye for detail
• Pro-activeness
• Administrative skills (preferred)
• Knowledge of E-commerce (preferred)