Customer Service Executive

The Opportunity

Your Celebrity Magazines brings joy to their customers by helping superfans to get their hands on the latest popular culture magazines for their collections. This is an excellent opportunity to join a successful entrepreneurial business with plans to grow.

You will need to love helping people, be proactive in solving problems, and you have a good eye for business. There won’t be a dull moment, as the celebrity magazines market consistently fluctuates as media events occur (album releases, film premieres, etc.)

The leadership will be open to your ideas to improve the business, so bring your customer service skills to make a big impact at the business!

The Role

We are looking for someone who enjoys helping people and is highly organised to solve any customer challenges at speed and deliver the highest quality.

Customer Service

• Lead the customer service activity at the company across Email, eBay, Shopify, and other channels
• Manage shared inboxes and respond to customers with speed, care, and clarity
• Proactively keeping customers and colleagues up to date, make sure that you set every customer’s expectations in terms of when you will solve their query
• Work across platforms and handle multiple conversations at once
• Process orders, refunds, and returns accurately and efficiently, working with suppliers/couriers
• Update CRM and order systems with clean, current data
• Observe when similar issues occur multiple times, and be innovative to create new processes to address them
• Work within defined KPIs to make decisions on refunds, replacements and when to escalate for late, lost, or damaged items
• Maintaining excellent notes to delegate tasks to other colleagues when appropriate
• Track and report on performance indicators: number of enquiries, average response time, etc
• Encourage customers to leave positive reviews on our chosen platforms
• Work closely with the finance function and report to the general manager

Operations (during peak order periods)

• Help with fulfilment of orders; packing magazines to be sent out to customers
• Spot issues and fix them before they become problems

The Person

• 2+ years of customer service experience
• Positive, can-do attitude
• Strong emotional intelligence to understand each customer and to tailor the appropriate responses
• Strong communication and negotiation skills
• Excellent organisational and multitasking skills, with strong attention to detail
• Self-starter, proactive, and makes things happen
• Business acumen to come up with improvements to our processes
• Excellent relationship builder
• Resilience, ability to work to tight deadlines
• Experience working in a ‘super fan’ industry is desired (collectables), but not essential

Location

Brighton

Package

£26,000 - £30,000 depending on experience + discretionary bonus

• 25 days holiday plus bank holidays
• Friendly work culture with big growth plans
• A team that values humour and hard work

Working Hours

Full-time, in the office, but with working-from-home flexibility provided if required (ad hoc).

Interview Process

Two stages of interviews, with a task