Acting as a first line of response for all e-commerce (mail order) related queries received via email or phone and provides resolutions to customers’ requests, including product/service information, resolves emerging problems, escalates to other departments when needed. The role’s target is to ensure excellent service standards and maintain high customer satisfaction.
This is a shared role, acting both in the e-commerce department as well as providing backup for the sales team at the POS.
Role and responsibilities
Daily tasks include:

Customer services duties:
Managing incoming calls and emails
Providing accurate, valid and complete information by using the right methods/tools.
Handling complaints, providing appropriate solutions and alternatives within the time limits; following up to ensure resolution.
Keeping records of customer interactions, processing customer accounts and file documents.
Building sustainable relationships of trust through open and interactive communication.

E-commerce duties:
Ensuring that the web channel is working properly and all received orders are passing through to the internal systems.
Handling returns’ logistics; coordinates with the Despatch coordinator on the process.
Liaising with the couriers’ customer services to solve issues related to late deliveries, collections from the nursery, returns.
Sales duties:
Opening customer accounts by recording account information.
Raising orders placed over the phone, calculating charges, and processing billing or payment for the e-commerce department.
Handling order cancellations, exchanges and refunds.
Supporting the Despatch team by managing out of stock situations, substitutes in existing orders, splits and mergers and exchanged orders.
Issuing, activating, despatching, and deactivating vouchers bought online and at the POS.

Other occasional tasks, but not limited to:

Assisting with various tasks in other areas of nursery, including support for the sales team.
Providing backup at the sales desk in busy periods.
Identifying products that are in high demand and suggests restocking to the Stock manager.

Qualifications required

Fluent in English both in writing and speaking; excellent communication skills.
Strong phone contact handling skills and active listening.
Customer orientation and ability to adapt/respond to different types of characters.
Great attention to detail

Preferred skills

experience in garden centres or gardening.
Previous sales experience preferred, but not essential.
Work well in a team and show own initiative.