Customer Service Operations Administrator (12 Month FTC)

CUSTOMER SERVICE OPERATIONS ADMINISTRATOR (12 MONTH FTC)

WHO WE ARE

QUINTESSENTIALLY BRITISH; DISTINCTLY GLOBAL.

At Ted Baker, we know what it means to be a truly forward-thinking designer brand. From the iconic props in our shops, to the delightful details and thoughtful touches which set us apart from the crowd. These are the qualities we see brought to life in our People.

We look for thoughtful, motivated team members - who know that ambition and authenticity go hand in hand. Driven by their curiosity and boundless creativity, our People are subject matter experts who fortify their team and strive to achieve new levels of success for the Ted Baker label.

THE ROLE

The role of the Customer Service Operations Administrator is to be responsible for assisting the Customer Service Operations team with all functions and operational tasks within Ted’s Customer Service team.

Completion of returns and refund processing. Operational support involving CS systems, processes, tasks for the efficient running of the Customer Service department.

Reports to: Customer Service Operations and Development Manager.

MAIN RESPONSIBILITIES

• REFUNDS – The completion of all territory refunds into customer service and the financial action of these payments. As well as discrepancy returns: UK/EU/US/CA/AUS and ensure all are competed within the specified SLA.

• MANUAL REFUND – Monitor and maintain discrepancy manual refunds for items/orders sent back to the DC and from international locations as well as APM (Alternative payment methods). Make regular contact with customers that need to be manually refunded that cannot be authorised due to system limitations.

• GIFT CARDS – proficiently check, amend or load gift cards manually to assist the CS Team, oversee discrepancies on GC/EGift Cards in addition to loading /goodwill that needs to be offered in CS or in Standalone Store occurrences.

• EXCHANGES AND REPLACEMENTS – Systematically arrange exchange orders or replacement goods upon request of a customer and ensure quality control is maintained throughout.

• CHARGEBACK ADMINSTRATION - Assist in the completion of Chargebacks and disputes into Customer Service in the relevant PSP, Adyen and Amex.

• PAYPAL CHARGEBACKS AND DISPUTES - Assist in the completion of Teds PayPal Resolutions Centre completing customer disputes for ecommerce orders. Provide relevant data to prevent chargebacks through this channel.

• SYSTEM ERROR TICKETS – Work with Ecommerce IT support to resolve all order error scenarios, relating to Failed Payment Captures, Gift Card Refunds, Order Errors and Failed Refunds. Ensure all customer facing systematic issues are resolved.

• TRUSTPILOT – Support in the delivery of all TP invites are sent on a weekly basis to existing ecommerce order customers to allow for verified customer reviews of Teds online / In store experience.

• PURCHASE ORDER SUPPORT – Assist O&D Manager with the invoicing of third party CS providers; Zendesk and Recruitment Purchase Orders.

• SAMPLE SHOP SUPPORT – Assist the running of Ted Baker’s DC Sample Store location in peak periods. With regular allotted shift patterns.

• INVOICES – Provide CS Team with relevant ecommerce order invoices, in relation to customer requests, carrier requirements and claim processes.

• RETAIL OPERATIONS – Support maintenance of Ship from Store and Click and Collect systems, ensuring ecommerce orders are processing correctly through the end to end customer journey.

TOOLS OF THE TRADE

• Previous experience with customer contact tools (Zendesk) preferable.

• MS Office proficiency (Word, Outlook, Excel, Power Point).

PERSONAL TRAITS

• Confident at problem solving, good time management and organizational skills.

• A good eye for detail.

• Able to prioritise workload based on business needs and commercial awareness

OUR VALUES

AUTHENTIC

We have the freedom to be our ‘best self’, being true to ourselves and others

KIND

We try to do the right thing: for each other, our communities, our planet and for Ted

CURIOUS

We are hungry to explore, innovate and think differently

COURAGEOUS

We have the confidence to be brave, have fun and discover the unexpected

INCLUSIVE

We embrace and respect individuality and celebrate difference & diversity

Ted Baker is committed to equal opportunities and embraces diversity, understanding the needs and benefits of a balanced, inclusive workforce. We do not tolerate any harassment or discrimination towards any of our candidates or employees. We are proud to be an equal opportunities employer.