e-Commerce Customer Service

2 weeks ago

Metro Manila, Philippines enablesGROUP Full time

Purpose: Responsible for the maintenance of the client's digital marketplace. Assist the eCommerce team to deliver digital trade strategy and provide a superior digital customer experience.

Responsibilities: 

1. Website Maintenance 

Maintain website content (banners, links, navigation and presentation) daily/weekly.Manage and review merchandise presentation on site to ensure the categorisation, imagery, copy, pricing and promotional tags are accurate and meet internal guidelines. Ensure the Homepage and landing pages are updated with new content provided by Marketing in line with the calendar and any ad hoc updates.Maintain the product catalogue and deployment of new categories on-site Update and maintain the Zendesk help centre including Brand policies Update and maintain the client's FAQs in footer Constant QA auditing of the client's website to ensure the navigation, content, links, and overall User experience of the highest level and error-free Support eCommerce team with project development and UAT. 

2. Leverage Product to drive sales

Utilising Search & Merch platform to execute merchandising plans and optimisations on-site to leverage sales opportunities. Measure & report on product performance and increase revenue by improving online merchandising. Develop e-commerce analysis for products, categories, brands and precincts driving sales for the business Liaise with the Onboarding Specialist on the flow and timings of new brands/products on the marketplace. Support the Onboarding Specialist in ensuring product mapping is executed efficiently and in the merchandised in the relevant product categories to deliver accurate and relevant search and navigation for site visitors Work with the E-Commerce team to ideate and identify new initiatives to drive engagement and revenue.

3. Sales Analysis and Reporting 

Product/Category reporting on a weekly and monthly basis – providing insights into what is working well and other potential opportunities Support E-Commerce Manager with on-site performance metrics and analysis Support the E-Commerce team to continuously improve website functionality, optimising user experience Provide the e-commerce team with insights and relevant data on customer journey trends and behaviours.

4. Marketing, Promotional Campaigns and Tactical Events 

Support the Implementation of e-commerce promotions for key trade and tactical events.Contribute to the planning and execution of the eCommerce & Marketing Trade Calendar 

5. Customer Service support 

Coordinate with Customer Service Coordinator, E-Commerce team & Category Management team to ensure on-site brand policies are up to dateAssist Customer Service with resolution of order enquiries/cancellationsSupport Customer Service with problem-solving enquiries to find a resolution that benefits the customer, the Seller and the business Ensure relevant team and/or Sellers are notified of urgent issues and collaborate on solutions. Oversell Management, collaborate with the Onboarding Specialist to problem-solve oversells and resolve them promptly. 

6. Onboarding and Integrations 

Support Onboarding Specialist to resolve any mapping issues and enquiries Assist the Onboarding process with any relevant technical and integration support Coordinate with the Onboarding Specialist to ensure accurate mapping of products, categories, features and taxonomy structure. Maintain and update e-commerce taxon structure as required.

Technical

eCommerce operations2-3 years of digital experience with an e-commerce environment i.e BigCommerce/ShopifyE-Commerce Marketplace experienceGoogle Analytics/GA4MS Office (Intermediate-Advanced)Previous experience in ERP’sEmail MarketingZendesk or Customer Service platform equivalent

Skills and experience

Previous retail experienceMinimum 2-3 years e-commerce platform experiencePreferably fashion retail or wholesale backgroundEffective written and verbal communication skillsCan-do attitude, hands-on and responsiveAble to prioritise and meet deadlinesWork independently and as part of teamHighly self-driven with the initiative to be hands-on to support a wider teamAnalytical skills experience with Google Analytics (or similar)Highly organised with great communication skillsMarketing, business degree/diploma preferable.

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