SENIOR SALES & CUSTOMER CARE CONSULTANT GERMAN SPEAKING NET-A-PORTER & MR PORTER
NET-A-PORTER is the ultimate luxury fashion destination for women. Since 2000, it has offered customers a curated assortment of fashion, fine watches, jewelry and home décor, from the world’s most coveted brands. NET-A-PORTER creates unique experiences for its EIPs (Extremely Important People) with dedicated Personal Shoppers and invitation-only benefits. Through content, it provides expert styling advice, engaging storytelling and profiles incredible women via editorial vertical, PORTER. NET SUSTAIN, its product curation of consciously crafted luxury, supports customers to shop with a focus on conscious consumerism. NET-A-PORTER is part of LuxExperience, the leading digital, multi-brand luxury group.
Location
Our DC1 office in Charlton, London
Department Size
50
Reporting into
Assistant Manager
Benefits
* Performance bonus schemes dependant on the type of role you are in
* A pension that both you and the company contribute to
* A portal with an array of discounts on things like theme park and cinema tickets
* Our famous staff discount along with exclusive staff sales
* Private healthcare for you and your family
* Flexible working
* A chance to be part of a fun and caring team that support each other
Responsibilities
* Act as a brand ambassador for THE NET-A-PORTER GROUP ensuring an outstanding service and shopping experience are provided for our customers with every contact, in all forms of communication (current contact channels include; telephone, email, live chat and social media)
* Use German and English translation skills both written and verbal, to communicate with our customers on the phone, emails and live chat
* Take a proactive approach, anticipating and preventing any barriers to a totally seamless customer experience, by going above and beyond
* Actively promote excellence in customer service, leading by example, by being directly involved in and helping the consultants to
* Assist customers to register online and/or to process their orders and product enquiries
* Communicate promptly any information to customers about their orders
* Assist customers with any issues with regards to their returns or their orders via emails or by phone
* Deal with customers with late returns and faulty goods
* Handle difficult customers with professionalism
* Deal with complaints and escalation process as appropriate
* Maintain and promote a high level of service awareness at all times
* Promote and lead by example in the active use of order tracker and order database
* Facilitate communications between internal departments on issues, highlighting problems and composing solutions
* Liaise with fulfilment for any issues with customers’ orders
* Work with the Premier dispatch department to solve issues for same day service and utilizing external courier services when needed
* Work with the Shipping department to solve issues raised by customers with regard to either orders or returns
* Assisting the Finance Department with customers on security checks (calls or emails) and any accounting enquiries and flag accounting issues raised by customers
* Work closely with the support team to monitor and manage team performance
* Work closely with your assistant manager, as appropriate, including to provide team feedback
* Mentor and support premier and customer care consultants, including encouraging them to take ownership, exceed targets, promote cross channel sales and increase productivity
The Type Of Person We Are Looking For
Previous in luxury sales and service in retail
* Excellent written and verbal communication skills. Fluency in a second language is beneficial
* Previous experience in a contact centre environment is beneficial
* Ability to coach and mentor more junior members of the team
* Ability to deal with more complex customer issues.
* Good team player
* Excellent keyboard and written skills, articulate with good spelling and grammar
* Excellent communication skills specifically in regard to building relationships with customers
* Reliable and consistent
* Flexible attitude and able to take initiative
* Excellent eye for detail and good organizational skills
* Experience with Microsoft packages
* Must demonstrate an appreciation and understanding of the importance of customer care as a function within the business
From the moment you join the LuxExperience Group we are committed to making your journey with us inspirational and evolutionary. If you are passionate, committed and thrive in a collaborative and fast-paced environment, then please apply with a CV.
Equal Opportunities Employer
LuxExperience GROUP is an equal opportunities employer, we encourage people with a diverse range of backgrounds to apply. We recognize and celebrate the benefits that diversity brings to our workplace, our business and our customers. We welcome and will consider all applications regardless of race and nationality, religion, color, sex, pregnancy or related medical conditions, parental status, sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any other legally protected characteristics.
If you require any reasonable adjustments to complete your application, please do not hesitate to advise us accordingly.
Experience Level: Associate
Workplace Type: Hybrid
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