Customer Service & Studio Administrator

This person will report to our Business Operations Manager and be based at our Shoreditch, London HQ (Hybrid with some days working from home), Customer Care:

• Be the first point of contact and consistently deliver an exceptional customer experience
• Address customer enquiries through a number of channels including phone, email, live chat and social channels, working within EJS brand guidelines
• Take a proactive approach, anticipating and preventing any barriers to a totally seamless customer experience, whilst anticipating future needs of the customer
• Act as the customer advocate within the business, escalating issues where needed and providing customer feedback to the relevant commercial and operational teams
• Convey a solution-focused message to the customer at all times
• Liaise with external partners and suppliers to expedite issues that are raised by customers
• Achieve and exceed productivity and KPI's without compromising the delivery of exceptional customer service
• Strive to improve customer service and knowledge through regularly sharing customer feedback within the EJS team
• Develop and nurture relationships with our VIP clients, offering a personalised service
E-commerce/ Order Management:
• Place relevant orders with our suppliers daily
• Manage work flow on our internal platforms
• Manage customer orders on Shopify
• Work with our shipping partners to ensure a smooth delivery process
• Regularly communicate with our fulfilment centre
• Website administrative tasks including inventory management and
• product listing creation
• Regular onsite merchandising, updating and nurturing products on the site
Additional/Shared:
• Act as a company representative at seasonal retail events, assist at photoshoots when necessary
• Assist with the wholesale admin function of the business, supplying goods to retailers such as Harrods and Liberty
• General office upkeep and administrative tasks
• Weekly, monthly and quarterly reporting on Customer Service KPIs, PLEASE NOTE: When attaching your CV or work examples it is very important that you name your files to include your name and not just "cv.doc" or "curriculum vitae.docx" or "my_illustration.jpg". Instead use a format like this "joe_bloggs_cv.docx"
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• Experience working in a customer care environment, preferably in the ecommerce luxury retail sector
• A customer centric approach in all your work
• Demonstrable experience in providing exceptional customer service
• Passion and desire to work proactively, offering an exceptional experience
• Ability to learn quickly and absorb extensive information on our brand and product offerings
• Technical agility in learning and using multiple applications and systems; ability to multi-task on a daily basis between systems
• Excellent written and verbal communication skills; including attention to detail and use of excellent spelling and grammar as well as the ability to build relationships with customers
• Interest in luxury design / interiors / and a passion for the Emma J Shipley brand
Key traits you might have:
• Self-motivated, high energy level, with passion to take ownership, accountability and initiative in exceeding business, team and individual goals
• Meticulous attention-to-detail and proactive approach to work
• Enjoy working in a small team and a fast-paced environment
• Team player with a professional and friendly attitude, Be entrepreneurial and passionate
• Be customer-focused
• Be proactive and find or be the solution to a problem
• Be team player and get stuck in
• Take pride in what you do and the quality you deliver
• Treat people the way you would want to be treated
Extra brownie points:
• Experience with Shopify
• Experience with CRM platforms
• Proficient with macOS, If you're a passionate self-starter who wantsto join a small but fast-growing company and make your mark, we'd love to hear from you.
  
  About: Emma J Shipley is a luxury lifestyle brand known for graphic artistry and imagination. Our fantastical, unconventional and meticulous designs are hand-drawn by Emma in London and printed onto the finest luxury fabrics in Lake Como, Italy, before being finished by hand. Emma J Shipley has won the Emerging Fashion Brand prize at the WGSN Global Fashion Awards and the RISE Newcomer Award at the UK Fashion & Textile Awards.
Emma J Shipley creates original and subversive pieces that captivate and inspire, to be treasured for years to come… Back To Results This is an exciting opportunity for a passionate, customer-driven individual to join the Emma J Shipley brand. We are a premium British lifestyle brand known for imaginative, colourful hand-drawn prints inspired by nature. Creations include home furnishings, scarves, and accessories to spark the imagination. This individual will need to be professional, proactive and dedicated to providing a luxury service, with our customer at the forefront.

Perks:
• Seasonal shopping allowance plus discount on all EJS products.
• Hybrid working.
• Regular company social events