Job Description

Role: Customer Care Representative

Department: Customer Service 

Reporting To: Rokeya Khanum, Founder

Days / Hours: Monday to Friday - 9am to 5pm

Location : Hoxton, London

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 an 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. 
• Responding to customer queries and closing off queries within 3-4 hours response time via Gorgias..
• Managing TrustPilot and Google Reviews platform ensuring satisfied customers leave positive reviews and ensuring negative replies are avoided. 
• Researching and executing ways to acquire more customers whether online or face to face or events activations via sample sales or new collection launches.
• Assisting with customer enquiries and providing personalised product information.
• Interacting with customers via email, Instagram DM’s website chat and phone.
• Comfortable and confident communicating with customers over the phone, providing clear and friendly support.
• Assisting with product exchanges and refunds. 
• Managing escalations and 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: 

• Liaising with Fulfilment Coordinator to ensure all deliveries are completed on time
• Assisting customers tracking orders using DHL tracking system

Monthly Reporting: 

• Weekly reporting on Customer Care performance on Slack to a wider team.
• Weekly reporting to Product Team on customer feedback 
• Monthly reporting on number of orders, sales, fulfilled orders, requested returns or exchanges, chargebacks, customer feedback, notes for production team.
• Annual reports of YTD Customer Service on orders, refunds, chargebacks

Qualifications & Experience: 

• Must have experience using Gorgias
• 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. 
• 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.