Job Description
Purpose of the role
The Client Services Specialist is responsible for all direct communication with clients across online channels. You are a key representative for the brand and should embody the Phoebe Philo ethos and brand values, ensuring that the client experience is consistent, positive and encourages loyalty. You are agile with modern communication tools including VoIP, live chat, email, social media and clienteling/CRM platforms, enjoy problem solving and task management and have great attention to detail.
Responsibilities
* Provide outstanding customer service, liaising directly with customers and clients on all platforms
* Develop a mastery of our brand ethos and tone of voice and apply this to daily communication
* Handle customer queries via email, live chat and phone in an effective manner and with high standards.
* Provide product information and offer order assistance to help the E-commerce and PC teams achieve sales targets
* Serve as the brand's "front line" for any product or brand-related issues, escalating as appropriate to help mitigate any potential wider service issues
* Support department in achieving business KPIs, including: queries actioned, response and resolution time, customer sentiment
* Processing returns, cancellations and replacements in a timely manner, ensuring that the customer is kept fully informed
* Work with the Global-e customer service team to manage queries or issues relating to Global-e orders
* Be confident and able to engage in face-to-face conversations with clients.
* Multi-tasking with ability to identify areas of improvement and communicate them to line manager.
Qualifications, Skills, Experience Required
* High-level of multi-tasking with an element of urgency to support the volumes that can arise.
* Experience in working with a CRM system is highly advantageous
* Exceptional communicator, with strong interpersonal skills.
* Team player with a collaborative mind set and enthusiasm.
* Self-motivated, able to work independently on set tasks.
* Excellent organisational skills and time management.
* Strong analytical, verbal, and written communication skills.
* Customer-centric, resilient and passionate about service and systems and fixated on improving the customer experience
* Able to demonstrate examples of building and improving customer relationships