Customer Support & Engagement Assistant

Job Description: Customer Support & Engagement Assistant

Location: Mount Street

Reports to: Virtual Sales Manager

Job Overview: Safiyaa is seeking a Customer Support & Engagement Assistant to join our vibrant team. This client-focused role is divided into two primary areas: (1) Virtual Customer Support (30%) and (2) Digital Outreach & CRM (70%). As the initial point of contact for our customers, you will provide exceptional service while also playing a crucial role in implementing digital outreach strategies aimed at engaging and expanding our client base. Your efforts will help transform e-commerce clients into long-term partners within our database, enabling our Virtual team to cultivate these relationships further.

Key Responsibilities: Virtual Customer Support (30%)

• Act as the primary contact for clients, delivering exceptional customer service through email, phone, WhatsApp, or other channels during UK business hours and overseeing support for other time zones.
• Order Support: Assist clients with order placements, exchanges, returns, and resolving any issues related to their orders.
• Ecommerce Returns: Convert return requests into exchanges by troubleshooting client concerns and offering solutions.
• Logistics Coordination: Work closely with the atelier and logistics teams to resolve queries related to customer orders.
• Product Expertise: Actively communicate product knowledge, collections, and customizations to clients.
• Order Updates: Collaborate with the Production Sales Coordinator to inform clients of any anticipated or unanticipated delays, and work with clients to agree on new delivery dates.
• Proactively notify clients of pre-order delivery timelines and follow up on missed deliveries to ensure safe receipt of their orders.
• Virtual Service & Sales: Confidently deliver a high-quality virtual client experience through Zoom and WhatsApp, translating the in-store experience to a virtual setting. Assisting remote clients with placing orders on Shopify via all communication channels.
• Support showroom and event activities, and step in as needed for the brand stylist or virtual sales team.

Digital Outreach & CRM (70%)

• Outreach Strategy: Support the Virtual and Showroom teams by facilitating outreach, working with sales managers to align with daily, weekly, and monthly goals using the commercial marketing calendar.
• Client Development: Engage with client databases to identify and nurture opportunities, developing ecommerce and WhatsApp clients to higher spending levels by adhering to Safiyaa’s outreach standards.
• CRM Systems: Be the go-to person for outreach/CRM software within the sales team, ensuring team members are trained and comfortable with the systems.
• Campaign Performance: Monitor and communicate the success metrics of each outreach campaign, working with DTC Sales Managers and the Marketing team to refine strategies based on results.
• Creative Campaigns: Use your creativity to craft inspiring and engaging customer communications for outreach campaigns that enhance brand awareness, product visibility, and traffic to both online platforms and Virtual/Showroom sales channels.
• Tactical Communication: Collaborate with the sales teams to create targeted communications that retain clients and convert ecommerce customers to showroom visits.
• KPI Tracking: Report on the performance of outreach campaigns, maintaining alignment with business goals and filling KPI sheets to track success.

Requirements:

• Previous experience in sales and clienteling with a passion for delivering exceptional customer service.
• Experience in creating client communication and outreach, with a strong creative eye and attention to detail.
• Strong (basic) understanding of the Shopify ecommerce platform is preferred but not essential.
• Familiarity with Klaviyo and Keynote is preferred but not essential.
• Excellent written and verbal communication skills.
• Ability to multitask and manage multiple outreach campaigns simultaneously.
• Analytical skills with the ability to track and report on KPIs and performance metrics.
• Multilingual skills are a plus.