Customer Care Opportunity We have an exciting new opportunity at Cou Cou Intimates.
You will be the first point of contact for all Cou Cou customers and will be responsible for resolving all customer enquiries received via Instagram, email and text.
In resolving customer enquiries, we will work with our customer service manager, the e-comm manager, the product team, warehouses, the operations team and the customer service manager.
Ultimately, you are responsible for delighting Cou Cou's customers.
Pay & Duration ? Part-Time ? 3-4 hours per day Mon-Fri (£1500 p/m) Responsibilities Reviewing all returns requests on Shopify ? Processing refunds for all returns received at the warehouse ? Dealing with any anomalies on Shopify (fraud warnings, chargebacks etc) ? Categorising all tickets on our CS platform ? Ensuring the CS platform is clean at all times.
Marking spam as spam.
Unsubscribing from any unwanted emails.
? Responding to all customer emails, texts and DMs ? Checking back orders and making sure they are resolved within one day ? Passing on customer feedback to the Marketing, Product and Operations teams ? Constantly looking and brainstorming ways in which we can improve our customer service and experience Targets & KPIs ? Returns: Monday - Friday.
All returns must be closed by the end of the U.S. day.
? Refunds: Monday - Friday.
All refunds must be processed within 24 hours of receiving the package at the warehouse.
? Average first-time response: 8 hours (industry standard is 7:39 hours) ? Average resolution time: 24 hours (industry standard is 21.02 hours) ? Unassigned tickets: None.
By the end of the US day, all tickets must be assigned.
? Spam: Monday - Friday.
The spam folder needs to be checked every day and then deleted.
? Back Order: Monday - Friday, customers must be contacted within 24 hours of an item going on back order.
SKILLS & EXPERIENCE ? Experience gained in fashion and retail ? Experience of responding to customer enquiries received via Instagram, email and text ? Attention to detail, with a highly organised approach ? Self-motivated and pro-active approach to work ? Excellent communication and interpersonal skills, enjoys working in a highly collaborative environment WORKING WITH & REPORTING TO ? On the day-to-day, you will be working with our customer service manager ? That being said, this role is at the intersection of all departments ? You will be reporting to the Operations Director WHY COU COU?
? Volunteering opportunities ? Personal development and wellbeing budget ? 25 days of holidays, plus bank holidays ? Pension, life insurance and private medical insurance ? Product allowance ? Flexible working, core office days are Monday, Wednesday and Friday OUR VALUES ? We are highly effective ~ being part of a brilliant team requires effectiveness, efficiency and results.
Striving to be the best at what you do, working to improve, grow and flourish every day.
And help others do so, too.
? We love bringing beautiful ideas to life ~ but know that ideas mean nothing if they are not materialised and brought to life.
? We see problems only as problems to be solved.
We do not ignore perceived problems.
We face perceived problems with courage with each other.
We trust our own ability to come together to solve problems, and our teams'.
We are entrepreneurial ~ We make decisions based on an informed thought process, strategy and clear vision of the end goal we want to achieve, always thinking about Cou Cou, the customer and trusting our intuition.
? We aim to make the impossible possible.
The possible, easy ~ and the easy beautiful.
EVERYONE IS WELCOME Cou Cou Intimates is for everyone.
We believe in an equitable and inclusive work environment and a diverse, empowered team are key to achieving our mission.
Cou Cou Intimates is an equal-opportunity employer.
We do not discriminate based on race, colour, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status.
We commit to a focused and sustained action to dismantle racist systems, policies, practices, and ideologies within ourselves and our networks.
We have zero tolerance for intolerance.
We are committed to ensuring that all employees and candidates have the opportunity to perform at their best.
If you require any reasonable adjustments during the recruitment process or once employed, please let us know.
This could include, but is not limited to, adjustments to the interview process, modifications to the work environment and support with access to facilities.
Our goal is to support you in your role to the best of our ability.
If you have any specific needs, please contact our HR ****** to discuss further.
We don't want a culture fit, we want a culture plus.
Anybody and everybody.
To whomever is reading.
We welcome you!