E-commerce Executive

Stone Technologies Limited, a Converge company, is an innovative, highly accredited market leading technology provider with high employee engagement working to a clear set of values with sustainability central to its activities.

Everyone is welcome at Stone and will always be supported in their career with us. We encourage our people to bring their authentic selves to work and we will always ensure everyone here has an equal opportunity to reach their full potential.

At Stone we support employees and embrace diversity. This goes beyond policies and procedures to nurturing a culture of inclusivity and engagement. From comprehensive training programmes including apprenticeships, to volunteer days and community engagement, we support every employee.

Built around sustainable business methods, dedication to our customers, delivering the best possible service, believing in our people, always working with integrity and continuously innovating ourselves, we understand that taking inclusion & diversity seriously as an organisation is imperative to ensure we live up to our values.

Do you have a passion for E-Commerce? Do you have the drive to succeed? Are you looking to work in a fast-paced environment? Do you want to be part of a growing award-winning technology company?

We are seeking a E-Commerce Executive (Customer Experience) to join our Marketing, E-Commerce & Gaming team.

We are looking for someone to be at the front line of the E-commerce operations for Stone Refurb, the Stone Group website, as well as our Ebay and Amazon stores.

They will ensure that the customer’s experience both online and offline is nothing short of excellent. This will include liaising with customers on the phone, by email, live chat or social media. They will use these interactions, and their experience and insights to feed suggestions to the wider team and help implement changes and the continuous improvement of the websites and operations, and all other touchpoints such as post purchase email programs, and website messaging.

They will ensure processes are adhered to so that an efficient workflow is maintained that sales opportunities are maximised, and that ahigh quality service is offered to customers.

Key tasks will involve:

·       Providing excellent customer service in accordance with company policy, and seeking     reviews and feedback from customers.

·       Establishing excellent relationships with external and internal customers.

·       Communicate with customers as required by telephone, e-mail, live chat, social media, or letter.

·       Attend departmental meetings and raise and contribute to solutions of current issues.

·       Reviewing existing listings and improving product content and images on the Websites following customer feedback.

·       Assisting with the on-line sales order processing including customer liaison both by phone and email, taking payments and organising dispatch.

·       Managing of customer returns admin process’ ensuring returns are processed in a timely manner and keeping customers informed of any delays.

·       Providing feedback to ensure the customer experience is continually improved.

·       Upkeep and management of orders and jobs to ensure the smooth flow of orders as required.

·       Comply with Stone’s internal management systems and safety procedures.

·       Support Stone’s corporate social responsibility strategy.

·       To undertake any other ad hoc duties or projects as requested by the reporting manager.

The suitable candidate will have a GCSE or equivalent in Maths and English, experience of customer service via emails, social media, face to face and over the telephone and experience of MS Office packages.

It is also desired but not essential to have GCSE or equivalent in IT or a related subject and A Level Maths and English as well as experience of E-Commerce Packages such as Magento, WooCpmmerce and Shopify and experience of FreshDesk, ZenDesk or other customer service communication tools.

Full training will be provided

Job details:

This is a full-time position - 37 hours per week

The working days are Monday to Friday

We reserve the right to close this vacancy early if we are in receipt of sufficient applications for this position.

APPLY HERE

Applications to: [email protected]

Closing datel Tuesday 18th April 2023

No terminology in the advert you have seen is intended to discriminate on the grounds of age, gender, race, colour, religion, disability or sexual orientation, and we will gladly accept applications from all sections of the community. We have an equal opportunities policy.

To discuss any reasonable adjustment or request a paper-based application form as an alternative, please contact HR on 08448 22 11 22

Agencies need not apply

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