Overview
Grenson is a renowned luxury footwear brand, making high quality men’s and women’s shoes that combine traditional craftsmanship with contemporary design. As manufacturers, retailers, and wholesalers, we are proud to distribute our collections worldwide through our own e-commerce platform, and selected retail partners. Alongside this, we also have four of our own stores in central London.
We are looking for a Customer Service Advisor who will be one of the first points of contact for our e-commerce customers, providing a seamless and personalised experience. This is a hands-on role and requires professionalism and attention to detail to maintain our premium brand standards while resolving queries efficiently. We are a fairly small team, so a willingness to help out in other areas of the business when required is essential. Please note, this is a temporary position to cover maternity leave.
Key Responsibilities
* Helping to manage and co-ordinate the day to day customer services workload.
* Handle customer enquiries via email, phone, live chat, and social media with professionalism and brand-appropriate tone.
* Provide detailed product knowledge to assist customers with purchases, sizing, care, and aftercare.
* Manage customer order enquiries, exchanges, and returns in line with company policies and brand standards.
* Liaise with other members of the customer service team, our e-commerce manager, warehouse and retail stores to ensure timely fulfilment of any customer enquiries.
* Resolve any complaints and service issues in a calm, solution-focused manner.
* Updating and reporting to the directors and senior management of all customer service matters on a regular basis.
* Helping with customer returns processing as necessary.
* Ad hoc duties as required.
* Ensuring that all customer interactions reflect the prestige and brand ethos of Grenson.
Skills & Experience
* Previous experience in a similar customer services role.
* Excellent written and verbal communication skills with a confident, professional telephone manner.
* Strong organisational skills with the ability to multitask and prioritise.
* High attention to detail and accuracy in handling customer data and orders.
* Ability to remain calm under pressure and handle challenging situations diplomatically.
* Proficient in Microsoft Office and comfortable and confident learning and using ERP systems and various web based platforms used in this role.
Personal Attributes
* Ability to manage, prioritise and delegate tasks.
* A genuine customer-first mindset.
* Professional, polished, and brand-appropriate presentation.
* Positive and proactive approach with a willingness to go the extra mile.
* Team player who thrives in a collaborative environment.
* Flexible and adaptable to the needs of a fast-growing premium brand.
What We Offer
* Flexible working arrangements
* Staff discount on products and a seasonal shoe allowance
* Training and development opportunities.
* The chance to be part of a heritage brand with a global reputation for excellence.
Seniority level
* Not Applicable
Employment type
* Temporary
Job function
* Customer Service and Administrative
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