About Us:
John & Smith Group is expanding its eCommerce presence with an exciting new Kids Apparels project based in the United Kingdom. Our Fashion Division is dedicated to delivering exceptional online retail experiences, with a focus on quality products and outstanding customer service.

Role Overview:
We are seeking a dynamic Customer Services Coordinator to be the voice of our brand and ensure exceptional service delivery for our UK-based eCommerce customers. The ideal candidate will be passionate about creating positive customer experiences and resolving issues efficiently.

Key Responsibilities:

• Serve as the primary point of contact for customer inquiries via email, phone, and chat
• Process orders, returns, exchanges, and refunds according to company policies
• Track and resolve customer complaints and escalate complex issues when necessary
• Maintain accurate customer records and documentation
• Collaborate with logistics, warehouse, and sales teams to ensure timely delivery of products
• Generate reports on customer satisfaction metrics and service performance
• Identify opportunities for process improvement and enhanced customer experience
• Proactively communicate with customers regarding order status, delays, or potential issues
• Develop and maintain standard operating procedures for customer service processes
• Assist in content creation for FAQ sections and help resources
• Gather customer feedback and share insights with product and marketing teams
• Monitor social media channels for customer queries and coordinate responses
• Participate in regular team meetings to discuss service improvements
• Maintain knowledge of product lines, promotions, and policies to provide accurate information
• Assist with training new customer service team members as the department grows
• Handle special customer requests and provide personalized solutions when appropriate