The Opportunity

This role will report to the US Customer Service Operations manager. The successful candidate will be heavily involved in ensuring that ESW Customer service teams consistently offer excellent customer service across all channels and in every interaction.

We are looking for a person who lives Customer service! This person understands the importance of making the customer feel valued and will go above and beyond to resolve any issues the customer is experiencing. This person is a good communicator who will build rapport with the customer and our clients.

The role will include ensuring that all retailer and shopper escalations are resolved in a timely and concise manner, collaborating with Customer Service colleagues to complete any required queries or reporting, working with the Customer Success managers to prepare their Monthly Business Reviews, and assisting with the ongoing development of our retailer partner relationships.

This is a 6-month contract.

Key Responsibilities

• Handling a wide variety of daily escalations from retailer CS teams, ESW CS teams, ESW client managers, carriers, and internal and external stakeholders.
• Monitor daily KPIs & SLAs with our Customer service outsourcers to ensure that ESW continues to meet our retailer commitments and to identify trends and friction points as opportunities to improve CS.
• Regular Retailer alignment with SOPs and trends by maintaining key retailer relationships, ongoing communication with our partners, and ensuring relevant stakeholders are aware of and engaged with any required changes.
• Providing regular updates to the ESW management team regarding retailer and CS team performance, KPIs, and trends.

Key Experience & Skills

• 1 years' experience in a similar fast-paced and challenging environment. E-commerce experience is preferable.
• Proven ability to establish, provide & maintain excellent customer service.
• Ability to handle a high volume of queries of a diverse nature in a 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.
• Strong emphasis on, and history of, providing excellent customer service consistently.

What's on offer?

• Career growth – tailored learning & development, tuition assistance and professional certification.
• Health & Wellbeing – dental & health insurance, reduced corporate gym membership, paid sick leave.
• 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, stock option scheme, bike to work, travel TaxSaver, relocation assistance.