Ecommerce Customer Service Assistant

We are a fast-growing online branded footwear retailer and have been trading since 1992. We sell on multiple marketplaces and are one of the UK’s largest marketplace sellers. We have seen consistent growth in our online business over the last few years and are searching for ambitious and driven people who are excited about the opportunity to build and work with a great team.

We are looking for a full-time Ecommerce Customer Service Assistant to work remotely.

**About the Role**

**About you**

You are a highly motivated, driven customer support administrator who thrives in a dynamic work environment. You can take us to the next level with your innovative thinking, problem-solving, and passion for success. You are hardworking and open to learning with excellent communication skills. You take ownership and be accountable for your responsibilities. The role is ideal for individuals who wish to grow, develop, learn and maximize their potential at a global e-commerce company.

**Main Responsibilities**
- Responding to customer messages from eBay, Amazon, and our eCommerce channels in a timely manner.
- Liaise with delivery companies, investigate the delivery and return issues, handle courier claims.
- Ensuring Amazon A-Z cases, eBay resolution centre disputes and PayPal cases are responded to promptly and precisely.
- Processing customer returns, ensuring all customers who return their items receive replacements or refunds in a timely manner.
- Communicating with customers to ensure we receive positive feedback on our e-commerce channels and ensure our high feedback score is maintained.
- General office support to ensure customer orders are received and processed smoothly

**Minimum Requirements**
- At least 2 years experience with Amazon
- At least 1 year experience processing customer returns and refunds.
- Excellent communication skills - both written and verbal, articulate with good spelling and grammar.
- Good management skill
- Available to work on weekends
- The ability to work quickly & accurately and pay attention to details.

**Preferred skills**
- Experience with Ebay, and other marketplaces
- Experience with Shopify
- Experience with Edesk
- Knowledge of Microsoft Office 365 app suite
- Experience with ClickUp
- Experienced in liaising with different courier companies
- Experienced with ERP systems, task management system

**Computer Requirements**:

- Desktop computer with Windows 10 operating system and a minimum processor speed of 3.9 GHz
- 8 GB RAM and three monitors with a minimum screen size of 24 inches
- Backup laptop computer with similar specifications as the desktop computer

**Internet Requirements**:

- A minimum of 50 Mbps internet connection with a backup of equal speed

**Workspace Requirements**:

- A dedicated room, away from distractions, and not in a shared space
- Willingness to install an IP camera that provides live video and audio feed of your workplace during working hours
- Power backup in case of power outages

**Please note**:
We use task management app to manage all the tasks and to measure the performance of all the workers. All the tasks that are assigned to you will have estimated time and due dates that should be strictly followed. After completing each task, you will be required to report the time spent and any additional notes against each task within the app.

**Job Types**: Full-time, Regular / Permanent

**Salary**: ₹52,944.00 - ₹79,416.00 per month

Schedule:

- Day shift
- Monday to Friday
- UK shift

Supplemental pay types:

- Overtime pay
- Performance bonus

Work Location: Remote