As an Online Retail Customer Service Coordinator, you will be the first point of contact for our customers, providing best-in-class service across email, phone, and live chat. You'll handle queries relating to orders, product information, deliveries, returns, and general aftercare—ensuring every customer interaction reflects the Soho Home values and service standards.
Shift Pattern: 5 shifts across a 7-day period (including weekends and bank holidays as part of a rota)
Location: UK support office, remote 4 days per week (occasional office attendance for training at 180 The Strand)
Key Responsibilities
1. Effectively handle all incoming calls and email enquiries for Soho Home, converting enquiries to sales by displaying excellent product knowledge.
2. Process orders, deliveries, and returns for Soho Home.
3. Liaise with internal and external departments to respond effectively to customer enquiries.
4. Resolve customer issues and complaints, including follow-up and escalation where necessary.
5. Maintain a keen interest and understanding of all product lines to provide excellent product knowledge.
6. Delight customers with creative and resourceful resolutions, maintaining a customer-focused approach.
7. Understand and embody the wider business ethos and ensure all interactions adhere to Soho House standards.
8. Adhere to set KPIs both team-wide and personal.
9. Take ownership of customer issues through to resolution, following up as needed.
10. Identify and escalate repeat issues or process inefficiencies to the Customer Service Manager.
11. Contribute to continuous improvement by sharing feedback and insights.
12. Represent the Soho Home brand professionally in every interaction.
Qualifications & Skills
* Excellent communication skills via telephone and email.
* Proven ability to handle high volumes of calls/emails.
* Confident in spoken and written English.
* Experience with CRM systems (Salesforce preferred), with full training provided.
* Experience with call centre solutions and email ticketing systems.
* Understanding of retail e-commerce, operations, and logistics.
* Customer-first attitude with a passion for interiors and design.
* Experience working with high-profile/VIP guests is advantageous.
* Strong time management skills and ability to prioritize tasks.
* Team player with a proactive attitude and willingness to go the extra mile.
* Self-motivated with good attention to detail and administrative skills.
* Proficiency in Microsoft Office.
* Problem-solving skills and complaint management experience.
About Soho Home
Soho Home is a modern interiors brand inspired by Soho House's look and feel. We offer furniture, lighting, textiles, and tabletop pieces that mirror the warmth and character of Soho House style, enabling customers to bring the House home.
Benefits
* Competitive compensation packages with global benefits and perks.
* Soho Friends Membership after 1 year of service.
* Free lunch at Store X Café on Mondays.
* 50% off Food & Drink, 7 days a week.
* Staff Room Rates, Private Health and Dental Care, Weekly Pay, Life Assurance.
* Up to 50% Staff Discount on Cowshed & Soho Home.
* In Office Dog Policy, Season Ticket Loan, Christmas Office Closure.
* Paid days to support charity, free counselling sessions, and exclusive training programs.
* Access to discounts on shopping, gyms, holidays, and more.
* Monthly team events including fitness, cinema, and art activities.
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