Customer Services and Operations Representative

Role:An exciting opportunity for a Customer Experience Superstar!Sarah Chapman London seeks a proactive, motivated individual with excellent communication skills and commitment to customer satisfaction to join our fast-growing business. This will start as a Fixed-term maternity cover roleThe RoleAs the Customer Services & Logistics Representative, you'll manage day-to-day customer service operations, respond to queries via email/phone within SLAs, process B2B orders, liaise with our warehouse provider and sales teams, and uphold brand reputation through strong attention to detail and professionalism.ResponsibilitiesHandle customer calls professionally, resolving queries promptlyManage customer service inbox (orders, queries) via Gorgias and B2B orders via Outlook and Cin7Collaborate with commercial teams to resolve issues (orders, restocks, international stock)Investigate lost/delayed orders with our warehouse providerAssist Finance/Operations with refund queriesReport on customer queries, feedback, and opportunities for improvementManage returns, process refunds via ShopifyCompensate clients with discounts/gifts to retain themIdentify process improvements for better customer experienceReport faulty/damaged products, allergic reactions for NPDExperience2+ years of customer service experience (required)Familiarity with multiline phones, ticketing systemsProficiency with payment platforms and ERP systems (Cin7, Shopify, Xero etc)SkillsCustomer-centric approachAppropriate tone and conduct for luxury environmentHandling complaints and demanding customers with patienceStrong decision-making, problem-solving, and analytical abilitiesExcellent communication skills for customer and internal liaisonAbility to adhere to business SLAs and thrive in a fast-paced environmentOur Ideal CandidateAligns with our core values: Integrity, Resilience, Commitment, InnovationPassionate about INDIE beauty and skincareAgile, flexible, and considerate of diversity and inclusivityCreative solution thinker and boundary challengerTenacious, self-motivated with a 'can-do' attitudeResults-oriented and proactive in problem-solvingThis is a Hybrid role, with 1 day working from home and 4 days in the office which is located on The Kings Road Chelsea, London SW3