Ecommerce Customer Service Assistant

Reporting to: CRM Manager

Contract type: Fixed term and full time (40 hours/week, over 5 days, including an hour’s paid lunch break each day)

Contract length: Starting mid October or beginning of November and finishing at end of December

Salary: £13.50/hour

At MOTH we’re here for cocktails, company, and conversation. That’s why we make the most delicious cocktails in a can - so that special mix can happen anywhere. Hands up - we’re obsessive. Every sip delicious and distinguished. Our cocktails are classics, and our ingredients are second to none. At the same time - we’re not snobbish. We don’t talk in master mixologist lingo. We have no fancy bar or dress-code. And we believe in fair prices for great drinks. Because when you’ve got good friends and fine blends, what more do you need? Mix of total happiness. MOTH.

We are one of the fastest growing FMCG brands, re-writing the rules of RTD cocktails, and facing unprecedented growth. Following our incredible growth journey in the UK as the UK’s #1 premium RTD brand, we launched into the US at the end of last year and we are growing from strength to strength. Our success is down to the work that our magic MOTHs do, we hire exceptional people to do exceptional things.

We’re about to head into a busy Christmas period and are looking for 2 x fixed term Ecommerce Customer Service Assistants to work full time between October/November and finishing up around Christmas.

What you will be doing

You will be responsible for providing a high level of customer service to all MOTH customers in line with our MOTH values, using a wide variety of channels to resolve customer enquiries as well as maximising sales.

You will need to have a passion for problem solving that is driven by helping others and consistently improving customer experience. You will also be working closely with our wider team including our 3PL partners.

You will:

• Provide customer support through a variety of channels including live chat & email.
• Resolve customer enquiries in line with MOTH’s brand values and within the expected response and resolution times.
• Take ownership of enquiries and proactively reach customers to provide a swift resolution and achieve a positive outcome.
• Amplify the voice of the customer by escalating customer feedback and ideas for improvement.
• Proactively spotting patterns in the frustrations of the customers, seeing where we can change our processes or product information to increase customer satisfaction.
• Attend weekly departmental meetings and maintain awareness of wider team priorities.
• Work with other departments to ensure consistent customer service levels across the company where necessary.
• Drive conversions through the engagement of customers, suggestive selling, and sharing product knowledge.

Requirements

• Ideally 1 year+ ofexperience gained from a similar role and environment.
• Exceptional communication skills, written and verbal.
• Experience with website CMSs, ideally Shopify.
• Experience with customer service systems such as ReAmaze, Gorgias, Klaviyo.
• Team player, able to work with multiple business functions to achieve objectives.

Benefits

Annual leave - Accrual of annual leave (2.25 days per month worked)

Snacks - Free Breakfasts and an abundance of chocolate covered rice cakes

Socials - Weekly Cocktail Thursdays, monthly Socials and summer/Christmas Parties

Free MOTH allowance - Free monthly MOTHs allowance and discount codes for family and friends