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Job Details

An innovative and audacious luxurious fashion company based in their new offices, Oxford Circus, Central London is seeking Customer Service Advisors to start on a temporary basis that could lead to a permanent role for the right individuals. 

Role: Customer Service Advisor
Rate: £12 per hour PAYE 
Location: This role will be predominantly based in the office with occasional remote work
Duration: Ongoing - Temp to Perm possible/Will also consider just temp 
Hours: 40 hours a week, 8 hours shifts: Rotational Shifts- Mon-Fri: 8am-10pm, Sat & Sun: 8am-5pm. Any evening shifts will be worked remotely. Occasional weekends

Job Purpose

This role of the Customer Service Advisor is essential in providing a World Class shopping and service experience to all our customers. The Customer Service team are renowned for their standards of service, and as a voice of the brand, you will be responsible for maintaining this high standard. The Customer Services Advisor will report to the Customer Services Team Manager and will work with the team in London to ensure the accurate, timely and safe delivery of all orders as well as drive sales and answer customer enquiries via phone, email, and live chat and Clienteling.

Customer Service:

Providing excellent customer service is a pivotal part of this role. You will place orders, and process exchanges and refunds, whilst answering any questions all in a prompt, courteous and efficient manner.
You will communicate with customers via the phone, email, live chat, clienteling and social media all within our service levels and delivering to our KPI’s.
Monitor the order lifecycle of customer orders. Communicate with our customers of any stock, payment, or delivery queries. Work with our warehouses and carriers to ensure that the customer has the best delivery experience.
Monitor and respond to all feedback and communicate with customers as required. Use feedback to promote and share customer trends with the management team and business colleagues.
Work with colleagues within e-commerce, retail and CRM in the management of all customer online shopping journeys. Ensure imagery, descriptions, FAQ's and communications are correct.
Clienteling:
Establishing long-term relationships with key customers based on data about their preferences, behaviours and purchases.
Provide product recommendations and try-on services where and when required via email, phone and SMS.
Take part in any new sales initiatives to drive customer engagement and sales opportunities.
Systems Knowledge:
Use Zendesk to respond to customers in an efficient and timely manner and work towards all SLAs and KPI's.
Work with multiple order management systems to update customer details; process orders; monitor stock levels and movement; handle exchanges and refunds.

Experience

Proven track record of working effectively and efficiently within a busy retail or e-commerce environment.
Experience with a Luxury retailer. Background working on the shop floor, Personal shopping or direct sales.
Good administrative and numeracy skills. Previous experience with contact centre software (Zendesk, Salesforce, Order Management systems) is desirable.

Candidate Profile

Exceptional written and verbal skills in both.
Additional languages are of interest – Spanish, Italian and German.
A passion for building customer relationships and delivering exceptional service experiences at every touchpoint.
Experience working within a customer service and sales environment, for a luxury brand. Confidently convey relevant product and style advice personalised to each customer.
Professional and confident with a great telephone manner.
Sharp attention to detail with a systematic and logical approach to work. Great listening skills and passionate about finding solutions to customer queries and complaints.

Please note that we will be able to interview candidates asap also we are continuously reviewing this post so please do submit your CV