Maharishi is looking for an E-Commerce Customer Service & Admin Assistant to join the team in Soho, London.

Reporting to the eCommerce Manager and working closely with our fulfilment team, the successful applicant will be responsible for providing online customer service for Maharishi's online store and administrative support to the eCommerce department.

Responsibilities of the E-Commerce Customer Service & Admin Assistant:

• Manage customer service queries via Gorgias, phone & social channels promptly, maximizing sales and profitability.
• Manage the Shopify platform daily to ensure orders from our warehouse are fulfilled on time and delivery expectations are met and exceeded where possible. Liaise with the warehouse, fulfillment, and delivery couriers to resolve issues. 
• Set, implement, and maintain excellent levels of customer service at all stages of the customer journey. Able to identify on-going issues and updates internal guidelines/SOPs.
• Oversee returns; process returns and exchanges via an online return portals. Analyse issues causing returns, and suggest ways to mitigate return rate.
• Collaborate with the retail team to build awareness of product knowledge, brand culture, and activity – ensure that cross-channel customer experience is consistent and seamless.
• Reports weekly on customer service performance and presents findings in weekly trade meeting.
• Assists the eCommerce trade executive with general admin duties: 
• Visual merchandising of the website, ensuring that site is optimized to display product according to trade, user behavior and the marketing calendar. 
• Assist with maintaining product critical path, and range plan. Updating site content, product copy, size guides, image uploads, and product publishing.
• Update and suggest improvements, raise any potential issues to site content by conducting daily site walks; including product descriptions, imagery, urls/redirects and size guides to streamline and improve customer experience and reduce queries.
• Continually suggest ways to optimise all aspects of the eCommerce department to the wider team.
• Manages customer communications for our lifetime repair policy
• Oversees an AI agent, trains and optimises responses inline with brand guidelines and tone-of-voice.
• Handling fraud & delivery investigations and claims
• Demonstrates excellent product knowledge and is an ambassador of the brand
• Seeks cross and upsell opportunities.

What Maharishi is looking for...

Required:

• At least 1 year's experience in a similar eCommerce or customer service role with a proven track record.
• Experience using Shopify
• Excellent problem-solving and is an impeccable communicator in English
• Experience providing feedback and enforcing policies and procedures
• Uses own initiative, self-motivated and able to multitask
• Highly organised 
• Experience of working with a 3PL and ERP system 
• Experience identifying and resolving internal and external issues
• Department development, what previous experience
• Microsoft Office or Google Suite experience
• Deep affinity and understanding of Maharishi and its values

Desirable:

• Analytics and reporting 
• Copywriting
• Experience with Loyalty schemes and Clienteling 
• Multilingual

Maharishi ​​​​​​​Benefits:

• NEST pension scheme.
• 33 days holiday.
• Additional holiday for length of service.
• Seasonal clothing allowance.
• Generous product discount.
• Bike2Work scheme or Cycle to work with Forest.