Ecommerce Customer Service Administrator

Job description

The Ecommerce Customer Service Administrator is responsible for providing timely and accurate administrative support to Scope’s Ecommerce team and online customers.

Some evening, weekend and Bank Holiday working may be required in line with Ecommerce Hub operating hours.

Main responsibilities

• Assist the Ecommerce operation with administrative tasks.
• Fulfil required day to day administrative tasks including emails, CRS and Scope finance systems, including data entry.
• Answer and resolve Scope online customer queries in a timely and effective manner.
• Liaise with the wider Ecommerce team to identify and resolve any issues.
• Provide ad-hoc hands-on support as required by the wider Ecommerce team.

Internal contacts

• Scope’s Ecommerce colleagues
• Retail field team, including Divisional Managers, Area Managers, shop colleagues.

External contacts

• Scope’s online customers
• Scope’s suppliers

Person Specification

Knowledge and experience

Essential

• Strong organisation skills with a great attention to detail.
• Demonstrable experience of providing excellent customer service.
• Experience of using customer feedback to improve performance

Desirable

• Disabled or lived experience of disability.
• Knowledge of and experience of using ecommerce platforms
• Experience of providing administrative support to a team(s) and / or working in an administrative role

Skills

Essential

• Good interpersonal skills with the ability to build relationships
• Great attention to detail
• Excellent customer service skills
• Strong organisation and planning skills
• Ability to prioritise and deal with conflicting priorities
• Proficient in the use of Microsoft Office, in particular Word, Excel and Teams.
• Ability to seek feedback from customers and use this to continuously improve processes.