Customer Service Operations Specialist

**The Opportunity**

We are looking for a person that lives Customer Service Who understands the importance of making the customer feel valued and will go above and beyond to resolve any issues the customer maybe experiencing. A good communicator that will build a rapport with the customer and our clients.

The role will include ensuring that all retailer & shopper escalations are resolved in a timely and concise manner, assisting Customer service colleagues in completion of any required queries or reporting and assisting with the rollout of expanded customer service offering to meet shopper and retailer demands. Working with the Customer Success managers in preparing their Monthly Business Reviews and assisting with the ongoing development of our retailer partner relationships.

**Key Responsibilities**
- Assist in ensuring the smooth running of refunds team, CS team & CS outsourcers, reporting to the Head of Customer Service operations.
- Handling wide variety of daily escalations from retailer CS teams, eSW CS team, eSW client manager, carriers and internal stakeholders.
- Monitor daily KPIs & SLAs with our Customer service outsourcers to ensure that eSW continue to meet our retailer commitments and to identify trends, friction points as opportunities to improve CS.
- Liaise with eSW onboarding teams to ensure that the required CS offering is established for new retailer onboarding, and that the eSW CS team are sufficiently prepared for a seamless go live transition.
- Regular Retailer alignment with SOPs & trends by maintaining key retailer relationships, ongoing communication with our partners and ensuring relevant stakeholders are aware of and engaged with any changes required.
- Compile & Present business reviews to key retailer partners, ensuring that key SLAs are met along with providing an overview of the trends identified to date.
- Lead the engagement of regular retailer communications
- discuss trends/issues, manage BAU escalations, develop and maintain the relationships with retailers.
- Providing regular updates to eSW management team in relation to retailer and CS team performance, KPIs & trends.
- Assist/deputise for the management team in regular & ad-hoc communications with internal and external stakeholder communications.

**Key Experience & Skills**
- 3+ years' experience in similar fast-paced and challenging environment. Ecommerce experience preferable.
- Customer relationship development experience.
- Proven ability to establish, provide & maintain excellent level of customer service.
- Ability to handle high volume of queries of a diverse nature in fast paced environment.
- Strong verbal & written communication & presentation skills.
- Ability to adapt quickly to ever changing ecommerce market.
- Positive & proactive approach to communication and problem solving.
- Key focus on improving the shoppers experience.
- Strong emphasis on, and history of, providing excellent customer service on consistent basis.
- Strong administration and prioritization skills.
- Proactive interpersonal skills.

**What's on offer?**
- Flexible/Hybrid Working Model
- Career growth - tailored learning & development, tuition assistance and professional certification.
- Health & Wellbeing - dental & health insurance, reduced corporate gym membership.
- Work Life Balance - 25 days annual leave, flexible working, sports & social club.
- Family - paid maternity & paternity leave, life assurance, income disability cover.
- Financial - competitive salary, pension, bike to work, travel TaxSaver, relocation assistance.

**About us**

Founded in 2010, ESW powers global DTC ecommerce for the world's best-known brands, creating safer, simpler, and faster shopping experiences for consumers all around the globe. ESW's powerful combination of technology and human ingenuity optimizes the entire shopper journey, from site development to demand generation to checkout, through shipping, customer service, and returns.

With configurable end-to-end solutions in more than 200 markets worldwide, we fully manage payments, compliance, data security, fraud protection, taxes, and tariffs, helping clients enter new markets in as few as 6 weeks, and dramatically improve results in current markets. Bringing together more than 600 experts across multiple disciplines, the ESW team delivers profitable growth for retailers and brands worldwide.