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Work Background
Base London Customer Service
Jan. 2016Loughton
Base LondonE-commerce Executive
Jan. 2016Loughton, England, United KingdomJan 2016 – Present | Customer Service/E-Commerce Executive | Base London Ltd
● Managed the online store’s operations, including uploading product files, tracking inventory, and updating stock levels on Shopify to ensure accurate product listings
● Analysed website traffic and sales data, providing the marketing team with actionable insights that contributed to targeted campaigns and improved sales performance
● Handled customer queries via email, addressing issues such as stock availability, faulty orders, refunds, and order amendments with efficiency and professionalism
● Processed refunds and managed exchange orders through Swap and Shopify platforms, ensuring smooth transaction completion and customer satisfaction
● Investigated and resolved missing parcel issues by liaising with couriers, such as DPD and DHL, raising investigations to locate and rectify delivery problems
● Coordinated wholesale orders by inputting sales orders, managing refunds, and making necessary changes to ensure smooth processing
● Maintained accurate records of outstanding wholesale orders, proactively following up with clients to chase payments or arrange deliveries
● Oversaw UK/EU wholesale orders, including major retailers such as Next, Debenhams, and Schuh, ensuring accurate booking confirmations and consistent updates to customer portals
Key Achievements:
● Maintained a high level of customer service satisfaction through prompt resolution of queries and proactive communication
● Provided data-driven insights to the marketing team, enabling them to execute targeted campaigns that drove significant sales growth
● Fostered strong relationships with wholesale customers, contributing to continued sales growth and long-term partnerships
● Reduced customer complaints on the website by swiftly resolving complex issues and ensuring a smooth shopping experience
Imove ResidentialResidential Lettings and property managment
Oct. 2015 - Jan. 2016Oct 2015 – Jan 2016 | Residential Lettings and Property Management Apprentice | iMovie Residential
● Managed the daily diary schedule, ensuring all emails and phone calls were responded to promptly and efficiently
● Registered clients and ensured that all data was accurately entered into the system to maintain a smooth client onboarding process
● Acted as a liaison between landlords and clients, keeping landlords regularly updated on new viewings and offers, ensuring clear communication and satisfaction on both sides
JD Sports FashionSales Assistant
Jul. 2015 - Oct. 2015
DFSStore Assistant
Mar. 2014 - Jul. 2015
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