Web Support Assistant

We have an immediate opening for our Osprey Europe Headquarters in Poole, Dorset, UK for a: Web Support Assistant Look around your home, and you'll find us everywhere: In your kitchen, living room, bedroom, bathroom, garage and outdoors. We are already making your everyday lives better. How are we achieving this? We are powered by knowledgeable, enthusiastic, and forward-thinking people committed to developing a culture of inclusion. And whether you are just starting your career or in need of a new challenge, we recognize, develop, and empower talent! Helen of Troy (NASDAQ: HELE) is a global designer, developer, and worldwide marketer of well recognized and widely trusted brands via 3 business segments : Health & Wellness that include brands such as Braun®, Vicks®, or Honeywell®; Home & Outdoor with the OXO® family of brands, Hydro Flask® or Osprey®; and Beauty with Hot Tools® or Revlon® for example. About the role Reporting to the Web Support Supervisor, this role’s primary purpose is to deliver outstanding customer service to consumers and to periodically review the ‘sale-to-delivery’ process to ensure it is optimized. The Web Support Assistant will also assist the department in ensuring that every customer experience is memorable and class-leading, by reviewing processes and improving the delivery of Customer Service-related content. What you’ll do in the role

• Field & handle all incoming calls via the dedicated website number
• Field & handle all emails including technical product queries and investigate any issues a customer may have
• Field & handle all Chats and Tickets via the website Live Chat platform
• Liaise with Warehouse to support dispatch process
• Manage the returns process (including creating sage returns, logging on call-off log and refunding the customer)
• Liaise with the Finance team to check that systems match in terms of ‘banked’ money plus reconciling returns
• Liaise with couriers & customers regarding delivery issues as required.
• Log stats for customer enquiries (telephone, email & Live Chats), returns etc. to key stakeholders.
• Identify repeat enquiry types and work with the Web Team to encourage self-help on website by introducing new FAQs and other process changes.
• Keep website search terms up to date.
• Manage website reviews, setting these live and responding to customer queries
• Take responsibility for the department in respect of:

• Making sure all orders are processed and dispatched on time by the warehouse.
• That the order process within Magento is optimised
• That the system-generated emails to customers are correct in terms of content and are kept up to date.
• That the returns form is ‘current’ and the returns process is optimised
• Liaising with the web and legal teams to lead the improvement of the FAQ section of the website.
• Challenge existing processes and introduce new procedures to maximise efficiency

What will help you do the job well Essential:

• Fluent in English (spoken and written)
• Experience in Customer Service – Ideally will have at least 2+ years in a Customer Service setting
• Excellent MS Office knowledge (Excel, Word)

Nice to have:

• Experience with Sage/Magento or other CRM systems
• Experience of working in the Outdoor/Sports industry

About you Our ideal candidate is a self-starter, driven and passionate individual with exceptional communication skills. You have the flexibility to work in a small yet fast-growing organization, possess strong analytical and detail-oriented thinking, can work with a good level of autonomy and foster relationships with cross functional teams. About us Many of our products rank as #1 brand in their category- we are proud to be market leaders. Behind all these achievements stand exceptionally talented and passionate associates. We are a dynamic mid-size multinational company that offers challenges and opportunities equal to your talents and abilities. Our 15+ locations elicit unique team cultures; our powerful brands are marketed in approximately 75 countries. If you want to join us on this journey you can find out more on www.helenoftroy.com/emea. You can also find us on our career website https://careers.helenoftroy.com/home or on LinkedIn, Glassdoor, Facebook, Instagram and Twitter. What do we offer?

• Competitive compensation package depending on experience and skills
• Flexible work policy with regards to working hours and work from home
• Modern office with collaborative workspaces
• Employee assistance counselling line
• Employee discounts on all our EMEA products
• Lunch and Learns, a super motivated Learning & Development team delivering hard and soft skills training to challenge yourself and access to Precipio’s learning platform, where you can choose over thousands of courses to satisfy your hunger for knowledge.
• Company closure between Christmas and New Year’s
• Employee Stock Purchase Plan
• The chance to work in an international, diverse, and inclusive environment!

Sound like a perfect fit? If you’re seeking an exciting professional position in a dynamic international environment and be empowered to inspire fresh ideas, then Helen of Troy wants to get to know you! Next Steps: We will ask you to complete a quick survey as we would love to get to know you by learning more about your experience and skills. If your application is selected, we will reach out to you ASAP for a first informal introductory call. #LI-HL1 #LI-Remote Incorporated in 1968, Helen of Troy has grown into a leading global consumer products company with career opportunities in North America, South America, Europe, and Asia. We offer creative solutions for our customers through a diversified portfolio of well-recognized and widely trusted brands, including OXO®, Hydro Flask®, Osprey®, Honeywell®, PUR®, Braun®, Vicks®, Hot Tools®, Drybar®. Most of these brands rank #1 or #2 in their respective categories. We boldly bring brands into our family, where we nurture what makes them great. We collaborate internally and externally, always striving to provide the consumer-centric innovation, operational excellence, scale, global reach, and stellar shared services to make them soar. The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities and duties required of personnel so classified. Management retains the right to add or to change duties of the position at any time.