Customer Service Operations Administrator

This role will be reporting 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 interactions. We are looking for a person that lives Customer service! Who understands the importance of making the customer feel valued and will go above and beyond to resolve any issues the customer may be experiencing? A good communicator will build a rapport with the customer and our clients.

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

• Assist in ensuring the smooth running of the refunds team,
• CS team & CS outsourcers, reporting to the Customer Service Operations Manager US.
• Handling a wide variety of daily escalations from retailer CS teams, eSW CS team, eSW client manager, carriers, and internal & external stakeholders.
• Monitor daily KPI's & 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.
• Liaise with eSW onboarding teams to ensure that the required CS offering is established for new retailer onboarding and that the eSW CS team are sufficiently prepared for a seamless go-live transition.
• Regular Retailer alignment with SOPs & trends by maintaining key retailer relationships, ongoing communication with our partners and ensuring relevant stakeholders are aware of and engaged with any changes required.
• Compile & present business reviews to key retailer partners, ensuring that key SLAs are met along with providing an overview of the trends identified to date.
• Lead the engagement of regular retailer communications– discuss trends/issues, manage BAU escalations, develop and maintain the relationships with retailers.
• We provide regular updates with the ESW management team concerning retailer and CS team performance, KPIs & trends.
• Assist/deputize for the management team in regular & ad-hoc communications with internal and external stakeholder communications.

• 3+ years' experience in a similar fast-paced and challenging environment. Ecommerce experience is preferable.
• Proven ability to establish, provide & maintain an excellent level of customer service.
• Ability to handle a high volume of queries of a diverse nature in 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.
• Key focus on improving the shopper & retailer experience.
• Strong emphasis on, and history of, providing excellent customer service on a consistent basis.

Founded in 2010, ESW powers global DTC ecommerce for the world's best-known brands, creating safer, simpler, and faster shopping experiences for consumers all around the globe. ESW's powerful combination of technology and human ingenuity optimizes the entire shopper journey, from site development to demand generation to checkout, through shipping, customer service, and returns.

With configurable end-to-end solutions in more than 200 markets worldwide, we fully manage payments, compliance, data security, fraud protection, taxes, and tariffs, helping clients enter new markets in as few as 6 weeks, and dramatically improve results in current markets. Bringing together more than 600 experts across multiple disciplines, the ESW team delivers profitable growth for retailers and brands worldwide.

Recommended Skills

• Adaptability
• Communication
• Customer Service
• E Commerce
• Presentations
• Problem Solving