Job Description

We are a small team of passionate, creative & hard-working people who believe in making every day a beautiful day. We design & curate beautiful products for the whole home and work with artisan producers from around the world to bring Sophie Conranxe2x80x99s visions to life - creating luxury collections of outstanding quality that our customers will treasure for a lifetime, with sustainability and thoughtfulness for the environment at the heart of all we do. Please visit www.sophieconran.com and our instagram pages to have a sense of who we are and what we do. You will play an integral and important role working as part of the customer service function and this work can be done remotely. You will be responsible for ensuring our business engages with and responds appropriately to all inbound customer communication via all our channels including email, social media, webchat and telephone. Each day will be busy and consist of ensuring that we are in quick communication with any customer that reaches out to us. You will be exceptionally well spoken, highly methodical and detail oriented. You will be a natural communicator with an innate understanding of customer service and sales processes. You will be passionate about our brand and values and ensure these are consistently represented across all our channels. We are looking for several candidates to join our work rota and cover UK hours between 6am- 8pm Monday to Sunday. This role requires a very stable and strong internet connection, please do not apply if you do not have means of ensuring that your internet connection is stable Responsibilities:

• Monitoring and responding to incoming communication from potential and existing customers and all those engaging with our brand directly (chat, email, phone, social media etc.)
• Ensure all automations for written communication with customers are optimised and efficient.
• Communicate with empathy and diplomacy when there may be delays/problems with delayed orders
• Confident to answer the phone to customers and dealing with some customers queries
• Assisting customers with completing sales, closing sales where possible.
• Quoting international shipping costs
• Placing manual orders
• Arranging replacement orders as required
• Arranging shipping and customs information
• Processing refunds
• Proactively communicating with customers on pre-order availability and delays
• Liaising with drop ship partners on enquiries & breakages
• Keeping track of QC issues and flagging any problems with the website, proactively seeking solutions
• Collecting positive customer reviews regarding our products and services
• Monitoring of and reporting on key trending topics and audience needs and behaviours
• Updating the website with information relevant to customer services

Key Requirements:

• At least 5 years experience in Customer Services
• Excellent and sympathetic phone manner
• Strong interpersonal skills
• Excellent english communication skills (written and verbal)
• Great attention to detail and methodical approach to work
• A good understanding of different communication channels, their roles, functions and different relevance to customers
• Passion for our brand and its values
• Proven track record of customer services in an e-commerce environment
• Comfortable working in different systems
• Ability to multitask as well as work quickly and accurately against demanding deadlines
• Excellent organization, time, and self-management skills
• Motivated, highly methodical, process driven energetic self-starter with strong problem-solving skills and strong ability to work through ambiguity
• Decent excel skills, ability to use formulas proficiently.

Desirable: Previous experience working for a luxury retail brand Previous experience of using Xero, Gorgias/Zendesk, Google suite, Elucid, Adobe Magento2 is a plus Job Type: Full-time Salary: R20,000.00 - R30,000.00 per month Experience:

• Customer Services: 5 years (Required)

Language:

• English (Required)