FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service capabilities through effective written communication across multiple channels, including live chat and social media. Proficient in managing multiple conversations while maintaining high attention to detail and problem-solving skills to enhance customer experiences.
Highest-signal resume keywords
Customer Service ExperienceWritten Communication SkillsSocial Media ModerationAttention To DetailProblem-Solving Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Fast TypingOrder TrackingReturns ProcessingProduct AdviceIssue Resolution
Soft Skills
Calm Under PressureTime ManagementInitiativeGood JudgementFriendly Communication
Tools & Technologies
GorgiasShopifySWAP ReturnsMonday.comSlack
Industry Keywords
Customer FeedbackDelivery QueriesProduct ReviewsMacros MaintenanceProduct Promotions
About the role
Key responsibilities & impact- Provide customer service through live chat, WhatsApp, email, Instagram DMs and social media comments
- Prioritise live channels and manage multiple conversations while aiming for high first-time resolution
- Handle order tracking, delivery delays and parcels marked delivered but not received
- Work with fulfilment partners and couriers on delivery queries
- Support returns, refunds and exchanges through the returns portal
- Handle faulty, missing, incorrect and damaged item claims, gathering evidence and escalating as needed
- Provide product, sizing and fit advice
- Answer stock, restock and promotion questions during Black Friday and the Winter Sale
- Process order changes, cancellations and address updates
- Respond to customer feedback and product reviews
- Liaise with brand and social media teams to follow brand guidelines
- Share customer feedback and recurring issues to improve FAQs and the help centre
- Maintain macros and template replies and tag tickets accurately
- Work toward daily productivity targets and manage queues by priority
- Support wider Customer Service team tasks during busy periods
- Report to the Customer Service Manager
Requirements
What you’ll need- Previous customer service experience focused on written communication (email, chat and social media)
- Experience responding to and moderating social media channels
- Strong IT skills and confidence learning multiple platforms, including bespoke platforms
- Experience using Gorgias, Shopify, SWAP returns, Monday.com and Slack ideal but not essential
- Fast, accurate typing
- Clear, friendly written English
- Strong attention to detail
- Ability to stay calm and kind with challenging customers while sticking to policy
- Problem-solving skills and ability to find creative customer solutions
- Strong time and task management
- Ability to juggle several conversations at pace
- Willingness to try new things and take initiative
- Good judgement to resolve issues or escalate for support
- Passion for great customer experiences
- Availability for a rota operating 7 days a week between 08:00 and 20:00, including weekends, some bank holidays, and selected Christmas and New Year dates
- Willingness to occasionally work outside normal business hours during launches and peak periods
Benefits
Comp & perks- 25 days of annual leave plus bank holidays
- Very generous employee discount after probation period
- Friends & Family Discount
- Clothing allowance spending gift
- Enhanced maternity/paternity pay
- Hybrid working between home and office
- Training provided for unfamiliar platforms