Overview
Role title: Customer Experience Assistant
We are currently recruiting in the Sophia Webster HQ for a Customer Experience Assistant. The role is based 4 days per week in Head Office with a day hybrid from home.
We would love to hear from anyone who is passionate about delivering the ‘Sophia Webster’ brand experience to our customers across all channels.
Responsibilities
- Liaising with customers across email, live chat, WhatsApp, social media and phone lines.
- Resolving all questions, queries and complaints in an efficient and timely manner.
- Going above and beyond and seeking out the right resolution on a case-by-case basis by embodying the Sophia Webster tone of voice and ethos whilst giving your own personal touch to each interaction.
- Working in conjunction with other teams and third-party providers to resolve customer issues including and not limited to delivery, returns, repairs, website and account support and product information.
- Communicating effectively with members of the Sophia Webster team across all business functions to ensure each customer has the best possible experience.
- Identify trends in customer behaviour and product quality and flag to the relevant departments.
- Assist with product send-outs from Sophia Webster HQ in London.
- Gaining insightful customer feedback through effective interactions across all channels and review websites and sharing across the brand.
About the ideal candidate
You are a self-starter, fast-paced, adaptable and resilient.
You are super organised and passionate about customers receiving the best possible service and always willing to go above and beyond and think outside of the box. Ultimately when you face a problem you seek to resolve it.
- Friendly and personable
- Experience in retail and online Customer Service with a high-end retailer or brand.
- Shopify, Gorgias or other similar platform experience desirable.
- Available to commute to our studio in Stratford, E15.
Working at Sophia Webster
We have set a high bar to create the current small but mighty Sophia Webster team. We are looking for talented, hardworking and capable people with the right values, who want to do their best work with us.
We offer in return:
- Great learning opportunities in a fast paced entrepreneurial environment;
- Strong career progression;
- Fair and competitive salaries;
Please note that we have our own in-house recruitment marketing and search functions and will not accept any third party CVs/Applications from anyone unless invited to do so.
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