Webshop Agent

Webshop Agent

Reports to:         E-commerce Manager

Location:             Coatbridge, Scotland

Hours:                  Full Time

Type:                     Permanent

Additional:         Commission

Overall Purpose of the Role;

You will be part of an established team at Delice de France, working with our Webshop customers.   You will work closely with the E-commerce Manager and the E-commerce Executive delivering excellent customer service whilst developing your knowledge & understanding of our systems and processes.  You will manage and trouble shoot any Customer issues with our Webshop.  The purpose of the Webshop Agent role is to drive sales growth through Webshop by actively on-boarding customers, retaining customers and ensuring a great customer experience.

Main Duties & Responsibilities include;

• Managing the Webshop buying customers report to ensure all customer information is valid & up to date.
• Increasing the number of customers registered & using Webshop
• Register customers to use the Webshop.
• Convert registered non-users to using Webshop to place orders.
• Managing the Webshop call plan so as to proactively resolve issues and deliver great customer service
• Manage the Webshop inbox, dealing with internal and external enquiries.
• Manage Webshop customer service support through effective and timely use of email and telephone.
• Resolve enquiries and issues for Webshop customers with a solution and satisfaction-oriented mindset.
• Assist customers with logging in to their account online and navigating the Webshop.
• Complete tactical activities aligned to the Webshop strategy & plan as requested

Skill Set Required;

• Punctual & Reliable
• Can-do attitude
• Team player
• Excellent customer service
• Excellent telephone manner
• Ability to multi task
• Good PC skills with ability to learn new systems
• Good Microsoft Office skills

• Ability to work to targets and deadlines
• General interest in all things digital especially e-commerce platforms

DDF Values & Behaviours;

• Level 1
  • Entrepreneurial Spirit
  • Evolve
  • Building Bonds
  • Beam with Pride and Love What You Do
  • Innovative Excellence
  • Aim High
  • Commit to Action & Ownership