Our client is a leading brand in the Pet Care sector

They are looking for a motivated and passionate individual to join the Ecommerce & Customer Service team at their Head Office in Crawley.   In this role, you will act as the first point of contact for our customers and provide an exceptional level of support and care through email and telephone. You will bring a friendly and professional attitude to the team with a passion to provide the highest level of customer service. 

Within this diverse opportunity, you will also demonstrate an attention to detail and creativity by supporting our Ecommerce team with new product listings, catalogue management and in house photography for the ultimate customer shopping experience.

Key responsibilities:·      

Act as the first point of contact for customer enquiries for the online stores and deliver a professional and exceptional level of customer service through email and telephone.  

Take ownership of customer enquiries & complaints to follow problems through to resolution accurately and efficiently.

Work closely with internal departments and couriers regarding delivery services, product availability and ensure that customers are proactively updated where required.

Remain up to date with the latest product & nutrition knowledge to provide informed recommendations and advice to customers confidently and at an expert level. 

Manage social media channel’s engagement by responding to comments and private messages.

Follow processes and keep customer service reporting data up to date.

Monitor and engage with customer reviews on public facing platforms and follow through to resolution and act on their feedback where appropriate.

Create, edit, and upload new product listings to our ecommerce websites and apps including managing the Deliveroo catalogue

Write clear, engaging, and SEO-optimised product titles and descriptions

Ensure accurate pricing, stock levels, and categories

Upload and organise product images to meet quality and brand standards

Regularly audit listings for accuracy, completeness, and performance

Collaborate with marketing and design teams to support promotions, new product launches, and seasonal updates.  

Skills:

A professional and courteous email and telephone manner is essential

Previous experience in customer service or similar ecommerce role

Excellent time management and organisation to ensure deadlines are met within a diverse role

An eye for detail to ensure proficient data entry, visual creativity and optimal functionality

Studio photography skills are beneficial for internal photography 

Your working hours would be office based, 9am-6pm Monday – Friday.