E-commerce Customer Service

3 days ago

Pasig, Philippines enablesGROUP Full time
enablesGROUP (since 2016) are a growing BPO with the majority of our clients being Australian based.

Responsibilities:
  • Maintain website content (banners, links, navigation and presentation) daily/weekly.
  • Manage and review merchandise presentation on site to ensure the categorization, 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
  • Develop e-commerce analysis for products, categories, brands and precincts driving sales for the business
  • 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
  • Product/Category reporting on a weekly and monthly basis – providing insights into what is working well and other potential opportunities
  • Provide the e-commerce team with insights and relevant data on customer journey trends and behaviours.
  • Coordinate with Customer Service Coordinator, E-Commerce team & Category Management team to ensure on-site brand policies are up to date
  • Assist Customer Service with resolution of order enquiries/cancellations
  • Support Customer Service with problem-solving enquiries to find a resolution that benefits the customer, the Seller and the business
Technical:
  • eCommerce operations.
  • 2-3 years of digital experience with an e-commerce environment i.e BigCommerce/Shopify.
  • E-Commerce Marketplace experience.
  • Google Analytics/GA4.
  • MS Office (Intermediate-Advanced)
  • Previous experience in ERP’s.
  • Email Marketing
  • Zendesk or Customer Service platform equivalent.
Skills and experience
  • Previous retail experience.
  • Minimum 2-3 years e-commerce platform experience.
  • Preferably fashion retail or wholesale background.
  • Effective written and verbal communication skills.
  • Can-do attitude, hands-on and responsive.
  • Able to prioritize and meet deadlines.
  • Work independently and as part of team.
  • Highly self-driven with the initiative to be hands-on to support a wider team.
  • Analytical skills experience with Google Analytics (or similar).
  • Highly organized with great communication skills.
  • Marketing, business degree/diploma preferable.

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