About the Company
ASOS is a global fashion destination for 20-somethings, offering a unique shopping experience with a vast array of clothing, accessories, and beauty products. We believe in empowering our customers to express their individuality and are committed to providing outstanding service. Join our dynamic team in the heart of London and contribute to a world-class customer journey.
Job Description
We are seeking a dedicated and articulate Shopify Customer Liaison to join our customer experience team. This role is crucial for ensuring our customers receive prompt, accurate, and friendly support exclusively through written channels (email, chat, social media messages). You will be the primary point of contact for inquiries related to orders, products, technical issues on our Shopify platform, and general support, ensuring a seamless and positive interaction for every ASOS customer.
Key Responsibilities
- Respond to customer inquiries via email, live chat, and social media platforms in a timely and professional manner.
- Address and resolve customer complaints and issues, escalating complex cases to relevant departments when necessary.
- Provide comprehensive information regarding products, orders, shipping, returns, and payment processes.
- Navigate and utilize the Shopify platform and associated tools to assist customers effectively.
- Maintain a high level of customer satisfaction through empathetic and clear written communication.
- Document customer interactions and solutions accurately in the CRM system.
- Collaborate with internal teams to stay updated on product changes, policies, and promotions.
- Contribute to the continuous improvement of customer support processes and knowledge base articles.
Required Skills
- Exceptional written communication skills with impeccable grammar, spelling, and punctuation.
- Proficiency in using e-commerce platforms, particularly Shopify or similar systems.
- Strong problem-solving abilities and a keen eye for detail.
- Ability to empathize with customers and maintain a calm, professional demeanor under pressure.
- Basic computer literacy and ability to learn new software quickly.
- Self-motivated with a strong work ethic and ability to work independently as well as part of a team.
Preferred Qualifications
- Previous experience in a customer service role, preferably in an e-commerce or retail environment.
- Familiarity with CRM software and ticketing systems.
- A passion for fashion and understanding of current trends.
- Ability to work in a fast-paced, target-driven environment.
Perks & Benefits
- Generous employee discount on ASOS products.
- Comprehensive health and wellness programs.
- 25 days annual leave plus bank holidays.
- Opportunities for professional development and career growth.
- Modern office environment in a vibrant London location.
- Pension scheme.
- Cycle to work scheme.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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