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Customer Service Executive at Keplin Group Limited
London, United Kingdom
Job Descrption
Location: 1000, Great West Road, TW8 9DW, The Mille, Park Suite, Brentford, Middlesex
Employment Type: Full-time, Hybrid
Salary: £24,000 - £27,000 subject to experience.
Are you passionate about providing exceptional customer service and managing customer relationships across multiple platforms? Keplin Group is looking for a Customer Service Executive to join our dynamic team. You’ll be at the heart of our customer experience strategy, ensuring satisfaction at every touchpoint.
Key Responsibilities:
• Customer Queries Management: Handle incoming queries via calls, emails, and live chat across our website, Amazon, eBay, and other e-commerce portals, as well as social media platforms (Facebook, Instagram, TikTok).
• Post-Purchase Support: Ensure smooth and timely resolution of customer issues related to orders, deliveries, and product inquiries, working closely with the warehouse team to address any missing... products or delivery concerns.
• CRM Management: Use eDesk or similar CRM systems to manage and track customer interactions, ensuring all inquiries are documented and responded to efficiently.
• Customer Reviews: Monitor and manage customer reviews, focusing on optimizing positive feedback and resolving any issues swiftly.
• Cross-Department Collaboration: Liaise with marketing and management teams to promptly address and resolve any recurring issues, ensuring they are communicated and managed effectively.
• Complaint Handling: Respond sincerely to customer complaints and compliments, logging them accurately, and reporting them to the Senior Customer Service Manager. Ensure all complaints are handled efficiently to maintain customer satisfaction.
• Brand Tone Consistency: Demonstrate flexibility in shifting between brand-specific tones of voice while maintaining professionalism and empathy across customer interactions.
• Customer Relationship Building: Actively foster long-term relationships with customers, ensuring a positive journey from inquiry to resolution, even when addressing issues.
• Report Generation: Produce detailed reports on customer satisfaction and common issues leading to returns, and present insights to management for continuous improvement.
• Response Time: Ensure timely responses to all customer inquiries across all platforms, including social media DMs and comments, with a focus on promptness and thoroughness.
• Social Media Engagement: Proactively engage with customers via social media platforms, managing comments and direct messages to build strong relationships and maintain consistent brand presence.
• Warehouse Coordination: Oversee product purchases and work with the warehouse team to ensure smooth shipping and delivery processes.
• Confidentiality & Professionalism: Maintain a professional company image, ensuring strict adherence to customer confidentiality policies.
Qualifications:
• Education: Graduate from a recognised university.
• Experience: 2-3 years of experience in e-commerce customer service, with proven experience managing customer interactions across multiple platforms, including social media.
• Skills:
• Strong problem-solving skills with a customer-first mindset.
• Experience using CRM tools such as eDesk, with strong proficiency in Microsoft Office.
• Excellent written and verbal communication skills in English, with the ability to understand unspoken customer needs.
• Familiarity with social media platforms (Facebook, Instagram, TikTok) and experience in managing customer engagement through DMs and public comments.
• Ability to multi-task, prioritise, and manage time effectively in a fast-paced environment.
• Strong organisational skills with the ability to produce detailed reports and actionable insights.
• Friendly personality with a positive, proactive, and “can-do” attitude.
• Knowledge of warehouse operations and experience with booking and dispatching shipments with regional couriers is an advantage.
Why Join Us?
• Hybrid Working: Enjoy flexible working arrangements with a mix of office and remote work.
• Team Spirit: Weekly staff drinks, team-building exercises, and a friendly, supportive environment.
• Perks: Free parking, competitive holidays, and annual performance bonuses.
• Career Growth: Play a key role in shaping the customer experience across multiple brands, with opportunities to grow in customer service and social media management
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