This individual will be highly motivated with excellent telephone manner & interpersonal skills, with the objective of delivering exemplary service through proactive & reactive, personalised experiences. They will be capable of identifying, understanding & addressing customers needs & delivering enriching experiences, building (or rebuilding) customer loyalty & advocacy. They will adapt to evolving priorities, be highly skilled with objection handling, problem solving & time management skills.
Responding to all customer interactions handled over the phone, by email, social media platforms, by post, within the agreed SLA and in a professional manner, adhering to the businesses tone of voice standards.
Supporting Digital Sales channels by providing consumers with product advice – recommendations, usage & benefit, details of promotions and new launches. Cross and up-selling where appropriate. Handling and processing consumer payments, and refunds & returns(where applicable).
Awareness of competitor activity and innovation with potential to translate this into our business to enhance customer journey/ experience.
Maintaining and updating customer records using the CRM tools in line with GDPR compliance.
Innovative in suggestions around proactive customer care and implementation of new processes.
Flexibility in project assignment works to support new initiatives of the Customer Experience team and shared deliverables.
Educated to GCSE & A-Level as a minimum (or equivalent)
Previous experience in a customer service environment, preferably within the luxury retail sector(desirable).
Complaints resolution, fluent in telephone & written communication, objections handling, proactive customer care
Sales experience desirable
technical proficiency in ecommerce,Microsoft applications, social media, SAP desirable
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