AddressAbout us
Spell is an innovative leader within the fashion industry, with a distinct and loyal connection to our community and to the planet. Spell demonstrates a considered approach to all facets within our processes from Ethics & Sustainability to the supply chain, all the way through to our internal operations. We aim to inspire and lead in all that we do and seek like-minded individuals to join our team.
The role
We are seeking a Customer Experience Representative who will be responsible for creating an unforgettable customer journey, by delivering outstanding service and providing prompt resolutions to all enquiries.
You will work with our internal teams to learn intricate details about our garments, our processes and our customers to ensure you are delivering the most up to date and relevant information to solve all enquiries. You will be instrumental in communicating any feedback to all of our teams regarding the end-to-end Customer Experience.
Key responsibilities
- Assist customers with all enquiries via phone, email, chat & social media platforms
- Provide resolutions on a daily basis to our customers
- Process customer returns/refunds
- Perform website audits on a regular basis to ensure all information is accurate and up-to-date
- Work alongside our Customer Experience and Loyalty Manager to find appropriate resolutions to escalated customer issues
- Assist the wider online and marketing team as required
- Analyse feedback and provide recommendations for process improvement
About you
We are looking for someone who has experience in a customer-centric role within the fashion retail industry, with excellent communication skills. You will possess familiarity with relevant software programs and platforms including Shopify and Gorgias.
Our ideal candidate will have high attention to detail, and efficient problem-solving skills. You will enjoy working as part of a team, but you're able to work independently at times and prioritise your own workload, as well as having the ability to be self-motivated and focused on the job at hand.
Our benefits
- Finish at 3pm on Fridays
- Generous staff discounts
- Beautiful open plan office
How to apply
Please forward your resume and cover letter outlining your suitability for the role to: *******@spell.co
