Job Description
To assist the Online Shop Operations Manager on the day to day tasks, and support the online shop team in order to maximise revenue by providing the best possible ecommerce operation and online customer service.

Duties
Customer Service:
* To deal promptly and helpfully with customer emails in English and another language
* To process refunds when applicable
* To monitor the online shops for issues which might deter customers from buying and to suggest ways of combating these issues
* Upsell to customers and retain revenue wherever possible in line with our store terms and conditions

Shop Management & Reports:
* To maximise the commercial potential of the shops & merchandising to drive sales
* To translate and update shop content
* E-Commerce research & report writing
* To manage shop categories
* To become au fait with all aspects of the e-commerce platform and to suggest enhancements to the system
* To carry out daily quality checks and to identify and raise any on-site errors or bugs alongside daily and post deployment site checks

Shop Management:
* Contribute to the work of the team as required, data entry and checking, problem solving, producing reports and presentations, special requests, etc..
* Flexibility and willingness to support managers and team with cover and ad hock tasks including but not limited to; Covering other team member during annual leave when requested, competitor analysis, updating reporting spreadsheets

Person Requirements
Education/Qualification:
* Open to graduates
* Open to applicants from all degree disciplines

Essential:
* Excellent written and spoken English is essential
* Excellent written and spoken in at least one of the following languages: Italian, Spanish, Dutch, German, Japanese
* Excellent organisational skills and ability to prioritise
* Excellent Microsoft Office proficiency
* Willingness to learn new skills
* Customer service experience and the ability to deal with difficult customers
* Sales focused and confident speak with customers over the phone and looking for upselling opportunities
*Knowledge of e-commerce desirable
*Knowledge of tourism in Britain desirable
*The ability to write and translate content applying cultural intelligence is required

Generic:
* Ability to take the initiative
* Ability to build external and internal relationships and partnerships
* Exhibits professionalism
* Ability to plan and prioritise with patience
* Ability to manage multiple tasks and deliver to deadlines
* Solves problems
* Emotionally intelligent
* Prepared to challenge and be challenged
* Accountable and responsible
* Communicates effectively
* Listens and hears accurately