- Love fashion? - Have experience supporting an ecommerce store?
An unbelievable opportunity to work with this Australian eCommerce fashion retailer who specialises in designer and fast fashion and services US, European and Asian markets, where you’ll be providing their customers with six-star customer service primarily through email!
We look for people who take initiative and exemplify empathy, support, and flexibility. If you are technologically savvy and have a proactive, helpful, can-do attitude, we’re interested in hearing from you!
You will be the customer expert and advocate - someone who chats with our customers every day, understands their concerns, and delights them with a personalised experience. The focus is less on technical capability and more about your genuine interest in customer interaction and facilitating customer satisfaction and loyalty.
You will be responsible for:
- Proactively assisting consumers via all service channels, specifically email
- Managing order queries and issues raised via the website helpdesk/social media channels;
- Managing general customer enquiries regarding product, pricing, promotions and press releases;
- Working closely with the Marketing and E-Commerce team to ensure understanding of digital executional plans to then manage customer queries;
- Maintain product cupboard with current stock and liaise with warehouse for no-charge orders including stock in/out of cupboard, and manage samples;
- Working with the Brand team to develop a tone of voice/comms strategy for 1-1 customer comms;
- Provide administrative support to the Directors.
To be successful in the role you will need the following skills & attributes:
- 2 years experience in Email and/orlive chat – WhatsApp, Web chat, Social Media
- Worked for an eCommerce store, preferably an Australian or USA merchant
- Digitally minded/tech savvy with experience in using various systems (preferably CRM within a customer service environment)
- Confident in the use of online platforms/social media
- Highly focused on providing exceptional customer experience through every interaction
- Ability to develop, recommend and implement new initiatives;
- Excellent organisation, time management and follow up skills;
- Excellent communication skills – verbal and written;
- A real go getter who is constantly thinking outside the box
- Flexibility to quickly adapt to change as the business evolves
Super Nice to Have
- Worked for a fashion ecommerce retailer!
At Filta, we help small to medium Australian based eCommerce, Development and Design businesses compete in the ever-changing global market by assisting them to build and manage global teams, regardless of whether it’s here in Australia or building offshore resources in the Philippines.
