Customer Service Representative (work from home)Alpha Pro Partners

The primary purpose of this role is to provide comprehensive support to the business, giving the best customer service possible, responding to inquiries from prospective, current and past customers whilst successfully using both technical expertise and interpersonal skills to run customer service operations.
The Key Responsibilities Are:
Email and Shopify Order Management:
● Provide customers with a very exceptional level of customer service to ensure that we provide a great brand experience throughout the entire customer journey from pre sale to post sale.
● Assisting with customer enquiries and providing personalised product information.
● Interacting with customers via email, website chat and phone.
● Assisting with product exchanges and refunds.
● Managing disputes or chargebacks via PayPal or Shopify
● Assisting with custom/bespoke order queries and processing confirmed orders via Shopify.
● Converting queries pre purchases into purchases to help increase revenue.
● Processing abandoned carts to convert sales / help customers complete orders.
● Working with the Production Team to reduce the number of monthly returns and exchanges.
Inventory Management:
● Liaising with the Inventory / Production team to check stock availability on ready to ship items.
● Having first hand knowledge and memory of all inventory available in stock, ready to ship or
communicating with production team regarding stock production time frames
● Being knowledgeable on size guide provided in order to assist customer queries
Shipping Logistics:
● Liaise with fulfilment team to fulfil urgent orders / delivery requests
● Booking shipments via DHL account
● Printing shipping labels for customer orders
● Booking collection of DHL driver everyday between 3-5pm
● Attaching labels to order packages
● Assisting customers tracking orders using DHL tracking system
Order Fulfilment:
● Processing of all online orders, exchanges, returns and dispatching from studio
● Picking and packing orders
Monthly Reporting:
● Daily reporting on number of orders fulfilled
● Weekly reporting on most popular styles sold and fulfilled
● Weekly reporting to Design Team on customer feedback
● Monthly reporting on number of orders, sales, fulfilled orders, requested returns or
exchanges, chargebacks, customer feedback, notes for production team, constructive
● Annual reports of YTD Customer Service on orders, refunds, chargebacks
● Monthly reports of shipping costs
Qualifications & Experience:
● All candidates are expected to have at least one years' experience in online retail fashion and a genuine desire to provide good service levels to the customer.
● A minimum of one years' experience in an online fashion or retail environment.
● An understanding and passion for Khanum's and enthusiasm to represent the brand well.
● Familiar with working in a small focused team/start up environment.
● Developed digital/tech skills.
● Experience using Shopify and PayPal.
● Experience using Microsoft Excel.
Qualities & Attributes:
● Ability to remain calm and handle multiple tasks.
● Strong grit to handle difficult conversations with difficult customers.
● Ability to work in a fast paced environment.
● Great communication and writing skills with exceptional email etiquette.
● Time management and organisational skills are a must.
● Quick learner and ability to adapt with new platforms / dashboard.
● Reliability is extremely crucial as this role is a one woman team and requires the individual to
manage accordingly.
Skills and Knowledge
You'll need:
● Customer service skills
● Administration skills
● Patience and the ability to remain calm in stressful situations
● The ability to accept criticism and work well under pressure
● Business management skills
● To be thorough and pay attention to detail
● The ability to work well with others
● The ability to use your initiative
● To be able to use a computer and the main software packages competently
Day-to-Day Tasks
In this job, you'll:
● Develop customer service policies
● Lead a team of customer service staff
● Handle complex questions and complaints
● Manage budgets
● Make sure staff follow rules on customer data
● Develop quality control procedures
● Help to recruit, train and assess new staff
● Keep up to date with customer service developments