Ready to try our services?
Call our team on 0203 916 5556 or fill out the form for a free call back consultation.
What Our Clients Say
Telephone
Email
Live Web Chat
Marketplace
CRM / Customer Support Application
Telephone
Telephone Customer Service Support
Receive inbound telephone and make outbound calls to resolve customer queries and complaints.
Email
Email Customer Service Support
Handling of customers complaints and general queries via email platforms such as Gmail, Microsoft Outlook and Yahoo Mail etc.
Live Web Chat
Live Web Chat Customer Service Support
Onhand to answer questions and general queries by customers through live chat applications such as tawk, LiveChat, WhatsApp as etc.
Marketplace
Marketplace Customer Service Support
Do you sell on Amazon, eBay, OnBuy etc? If so we are available to help with answering question and general orders queries by customers.
CRM / Customer Support Application
Helpdesk Customer Service Support
We can use Customer relationship management (CRM) software, Customer Service and helpdesk applications such as Zendesk, Freshworks, xSellco eDesk etc to communicate with customers and potential customers.
- Assist customers through phone, email, and online chat.
- Process and manage orders using Shopify.
- Provide product information and recommendations
- Collaborate closely with our small team to enhance processes.
- Perform general administrative and support tasks as needed.
- Respond to customer inquiries via phone and email in a courteous and professional manner.
- Accurately process online orders, returns, exchanges, and refunds.
- Maintain and update product listings, pricing, and stock availability regularly.
- Monitor order queues and coordinate with warehouse and logistics teams to ensure timely dispatch of orders.
- Conduct stock checks and report any low stock levels or discrepancies in listings.
- Collaborate effectively with suppliers and other branches to address stock, delivery, or product information issues.
- Investigate and resolve problems promptly, escalating to higher authorities when necessary.
- Assist with general administrative tasks, record-keeping, and documentation.
- Respond to customer inquiries via email, live chat, social media, and other customer care channels.
- Assist customers with questions related to products, orders, delivery, and their accounts using approved internal guidelines.
- Handle delivery queries, delayed orders, address changes, failed payments, account access issues, and order updates.
- Use Shopify to check order history, customer details, fulfillment status, and payment information.
- Support customers with subscription changes, cancellations, skips, swaps, and adjustments to delivery frequency.
- Assist with refunds, replacements, returns, and goodwill gestures when appropriate.
- Strive to find fair and helpful resolutions while also protecting the company’s interests.
- Maintain a warm, professional, and solution-oriented tone in all communications.
- Identify recurring customer issues or feedback and communicate useful insights to the team.
- Escalate complex or unusual issues as needed.
- Occasionally assist with light administrative tasks as capacity allows.
- Process customer orders accurately.
- Answer telephone calls and handle inquiries.
- Schedule deliveries and manage appointments.
- Arrange bookings for carpet fitters and coordinate their schedules.
- Update customer and order records.
- Provide excellent customer service both in-store and over the phone.
- Monitor the status of customer orders and follow up on any outstanding payments.
- Accurately handle cash and card transactions.
- Assist with general shop duties and administrative tasks.
- Managing a high volume of customer inquiries across email and social media channels while ensuring quick response times without compromising on quality.
- Effectively prioritizing the support inbox to distinguish between urgent queries and those that can wait.
- Guiding customers through our made-to-order process, including information on lead times, sizing, materials, and order updates.
- Resolving issues comprehensively, from order amendments to returns and exchanges.
- Identifying patterns in customer feedback and communicating insights to the wider team.
- Keeping our help content, FAQs, and macros current and aligned with our brand.
- Working flexibly to cover essential customer touchpoints, including some evening and weekend hours.
- Manage online chats, customer calls, and emails promptly and professionally, ensuring that all inquiries are addressed in a timely manner.
- Provide clear and knowledgeable guidance on a wide range of products and services to help customers make informed purchasing decisions.
- Lead customers through the online sales process step by step, ensuring easy and secure transactions from browsing to checkout.
- Process payments, returns, exchanges, and refunds accurately, adhering to company policies and ensuring customer satisfaction at each stage.
- Assist in dispatching orders efficiently through various couriers and e-commerce platforms, tracking shipments to ensure timely delivery.
- Drive additional sales by actively recommending related products and upselling options that align with customer needs.
- Maintain detailed and accurate records in the CRM system, including call notes and documentation, to support ongoing customer relationship management.
- Ensure that every customer interaction is positive by providing compassionate service and resolving issues effectively to enhance overall customer experience.
- Entering manual orders into the system.
- Managing incoming calls and responding to live chat inquiries.
- Generating and sharing with warehouse courier labels, pick and pack list for order and and scheduling couriers for delivery.
- Delivering exceptional customer service and support.
- Working with internal teams to address queries promptly.
- Managing customer inquiries through Zendesk, email, and phone
- Investigating issues related to deliveries, including delayed or missing parcels
- Initiating and managing courier investigations
- Processing claims with delivery partners such as DPD, Royal Mail, and DHL
- Communicating with couriers to track, locate, and resolve delivery problems
- Assisting the Customer Service team with complex delivery-related cases
- Following internal procedures for refunds, replacements, and investigations
- Keeping Zendesk tickets updated with accurate notes and actions
- Answer incoming phone calls and emails from trade and public customers.
- Accurately process customer orders via phone, email, and online systems.
- Respond to customer inquiries regarding products, availability, pricing, and deliveries.
- Discuss customer needs and suggest suitable product ranges or alternatives.
- Promote monthly and seasonal offers in a natural and helpful manner.
- Keep customers informed of any stock issues or changes.
- Collaborate with the warehouse, couriers, and internal teams to resolve queries and ensure orders are processed smoothly.
Here are a few answers to our most common questions
E-Commerce Customer Service Support FAQs
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1. What is e-Commerce Website Support?
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With e-Commerce Website Support we will be responsible for the day to day management and running of your online store from listing of products to printing of shipping labels and invoices.
- Managing of current online store/s.
- Listing and Updating e-Commerce websites such as Magento, Shopify, WooCommerce with new products
- Listing and Updating marketetplaces such as eBay and Amazon with new products
- Ability to use multi-channel listing software such as ChannelAdvisor, Linnworks etc to list products to store and marketplaces.
- Liaising with warehouse team - Printing and sharing of shipping labels, packlist and invoices.
- Social Media updates on Facebook and Instagram.
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2. What e-Commerce platforms do we help with?
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Shopify, BigCommerce, Magento 2, PrestaShop, WooCommerce, OpenCart, EKM and many more.
If you have an online store on any of these platforms and need help with daily product listings and e-Commerce website support then get in touch with us on 0203 916 5556 or fill in the above job specification form and attach a job description. -
3. Are we able to list products to multiple stores and marketplaces?
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Yes
If you sell through different storefronts and marketplaces we can help list products to these platforms with the use of our multi-channel software Linnworks.
Other multi-channel software we can use to list products includes Channeladvisor, Cloud Commerce Pro, Mintsoft, OnePatch, Selro and more. -
4. How do I request for e-Commerce Website Support?
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Call us on 0203 916 5556 or fill in the above job specification form, attach a job description. We will then setup a face to face or virtual meeting where we can be interviewed by you. After all we are your employee.
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5. How will I pay?
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Payment is easy and simple. After agreeing on a job description we will work for you as a remote employee. This will be based on invoice submission.