Customer Service Lead  

Salary £30k dependent on skills and experience
Office Based Acton, W3

Hours: 9am-5pm Monday to Friday

You must be eligible to work in the UK

Company Overview:

Esska Shoes is a dynamic and growing footwear company committed to delivering high-quality, stylish, and comfortable shoes. We are looking for a dedicated and experienced Customer Service Lead to join our team and contribute to our continued success.

Role Overview:

Esska Shoes is seeking a dedicated and experienced Customer Service Lead to join our team. As the first point of contact for our valued customers, you will manage communications via email, telephone, and Instagram, ensuring exceptional service across all channels. In addition to your digital responsibilities, you will also serve customers in our Esska shop, providing a seamless in-person experience. Proficiency in using Gorgias or a similar inbound message tool is essential for this role.

Key Responsibilities but not limited to:-

• Act as the initial point of contact for all customer communications, including email, telephone calls, and Instagram messages.
• Provide outstanding customer service by addressing inquiries, resolving issues, and ensuring customer satisfaction.
• Utilize Gorgias or similar inbound message tools to manage and track customer interactions efficiently.
• Assist in the Esska shop as needed, offering product knowledge, helping customers find their perfect fit, and processing transactions.
• Maintain a positive and professional attitude, ensuring each customer feels valued and heard.
• Collaborate with other team members to continuously improve customer service processes and strategies.
• Stay updated on Esska’s product offerings, promotions, and policies to provide accurate information to customers.
• Handle customer complaints with empathy and escalate issues to higher management when necessary.

Qualifications/skills:

• Proven experience in a customer service role, preferably within the retail or fashion industry.
• Familiarity with Gorgias or similar inbound message tools is mandatory.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and a customer-centric mindset.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Friendly, approachable, and professional demeanour.
• Strong IT skills.
• Additional qualifications in customer service or related fields are a plus.

Personal Attributes:

• Detail-oriented with a focus on accuracy and efficiency.
• Strong communication and interpersonal skills.
• Proactive and self-motivated with a hands-on approach.
• Ability to work collaboratively with cross-functional teams.
• Commitment to continuous improvement and operational excellence.

What We Offer:

• Competitive salary.
• Opportunity to work with a passionate and dedicated team.
• A dynamic work environment.

Interested? If you are a results-driven operations professional with a passion for excellence and a desire to make a significant impact, we would love to hear from you. Please submit your resume and cover letter.

INDHS