Follow Us:

Career Opportunity: eCommerce Customer Services Coordinator

outsource your ecommerce delivery tracking support

Career Opportunity: eCommerce Customer Services Coordinator

Hours: 40 hours per week

Salary: Competitive

Working Hours: 08:00 – 18:00 Monday to Friday

1 in 4 Saturdays 9:00 -14:00

Reporting to: Customer Relations Manager


Summary of expectations:

You will be dealing with a number of queries from or clients, their customers and also the general public, accessing our internal systems. You will be responsible for meeting internal SLAs on service, but also have the additional responsibility of ensuring that all response times and standards are met in regard to communication with the customers. The role is to provide a proactive service; initiative is critical. You will be dealing with a wide number of customers which require customer service management on a day-to-day basis. To strive in this job, you will need to be able to read the situation and look ahead to get the query resolved with as little work as possible. What will set you apart in this role is an ability to read the situation, understand what the desired outcome is for our customer – and look to escalate a situation to the correct level and supply all required information to get the situation resolved.

Main Job and responsibilities:

– Ensure quality of customer services is exceptional
– Build up relationships with our clients and their customers
– Act on behalf of our customers as a first point of contact for all tracking and parcel queries from their customers or members of the public
– Ensure all SLAs are met
– Dealing with high volumes of public emails and phone calls
– Dealing with high volumes of emails and phone calls from our clients’ customers
– Provide a high standard of customer satisfaction and service to a growing client base ensuring that an efficient, courteous and professional manner is upheld at all times
– Track and trace pick up and deliveries via phone, email and other necessary means
– Ensure that customers and public are updated at least every 24 hours or as and when necessary
– Handle and resolve client, customer or public complaints
– Provide delivery information when requested
– Keep records of customer and public interactions, enquiries and complaints. Everything to be logged on the in-house ticket system without exceptions
– Any other work as required

Personal Specification

– Self motivated
– Diplomatic and reliable
– Enthusiastic and effective team member
– Good communicator – (Essential)
– Good Computer Skills – Excel and Word skills (essential)
– Experience within the industry (desired but not essential)
– Experience in Customer Services (desired but not essential)
– Strong organisational, communication and interpersonal Skills (both written and verbal)

Please send all applications and CVs to Michael Thompson, Customer Relations Manager by emailing [email protected] before the closing date of 15th October

Simon Wright

As SEO and Content Marketing Manager at the Whistl Group, Simon has over 10 years' experience in both B2B and B2C marketing, and as a result, offers a unique perspective on the pre- and post-checkout delivery experiences. Simon writes regularly for both the Parcelhub and Whistl blogs and is passionate about helping retailers make delivery their competitive advantage.

No Comments

Sorry, the comment form is closed at this time.