JOB TITLE Customer Services Advisor
REPORTING TO Senior Customer Experience Manager
DEPARTMENT Customer Services
LOCATION Newman Street, London
SALARY Competitive
TYPE 40 hours a week, covering shifts Monday to Friday 8am – 8pm, Saturday and Sunday 9am – 6pm (Every 4 weeks), and Public Holidays 9 am - 6 pm
THE POSITION
The role of Customer Service Advisor is essential in providing a world-class shopping and service experience to all our customers. Orlebar Brown and 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 Manager and will work with the team in London to ensure accurate, on-time, and safe delivery of all orders as well as driving sales and answering customer enquiries via phone, email, live chat, and WhatsApp.
It is vital that we not only ensure that all orders are delivered promptly and correctly, but that we make customer satisfaction a priority and be passionate about service delivery. Furthermore, initiative is crucial for pro-active contact to build relationships and encourage sales.
KEY ROLES AND RESPONSIBILITIES
Customer Service:
* Provide excellent customer service is a pivotal part of this role. You will place orders, process exchanges and refunds, whilst answering any questions all in a prompt, courteous, and efficient manner.
* Communicate with customers via the phone, email, live chat, WhatsApp, and social media.
* Monitor the order lifecycle of customer orders. Communicate with our customers about 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 ecommerce and retail in the management of all customer online shopping journeys. Ensure imagery, descriptions, FAQs, and communications are correct.
Clientelling:
* Establish 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, SMS, and WhatsApp.
* 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 KPIs.
* Work with multiple order management systems to update customer details, process orders, monitor stock levels and movement, and handle exchanges and refunds.
SKILLS AND EXPERIENCE
* Proven track record of working effectively and efficiently within a busy retail or ecommerce environment.
* Experience with an online luxury retailer would be beneficial. Background working on the shop floor, personal shopping, or direct sales.
* Good administrative and numeracy skills. Previous experience with contact centre software (Zendesk, Salesforce, NetSuite, and Order Management systems) is desirable.
* A passion for building customer relationships and delivering exceptional service experiences at every touchpoint.
* Professional and confident with a great telephone manner.
* Sharp attention to detail with a systematic and logical approach to work.
* Highly motivated with a disciplined approach to problem-solving.
* Someone who enjoys getting real satisfaction from their job and giving their full effort.
WHAT WE OFFER
* Being part of a diverse working environment of people from whom we learn every day.
* The chance to train and develop your skills in a fast-working environment.
* Competitive benefits package:
* Physical wellbeing: Private medical insurance covering pre-existing medical conditions and ability to add family members, online GP app with 24/7 appointments, available within 24 hours, and cycle scheme participation for a tax-exempt bike and/or accessories.
* Financial wellbeing: Company pension scheme.
* Mental Wellbeing: Employee assistance programme.
* Lifestyle: Orlebar Brown and CHANEL product discounts and employee-only sales.
* Social: Regular social events with your team.
* Employee Recognition: Service award incentives, 1-week office closure to practice what we preach (paid leave and separate from the 25 days annual leave plus UK public holidays).
At Orlebar Brown, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity, and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience, and potential you could bring to Orlebar Brown.
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