Senior Sales and Customer Care Consultant
Join NET-A-PORTER as a Senior Sales and Customer Care Consultant.
Location: DC1 office in Charlton. Hours: 37.5 hours per week, shifts 7:30 a.m. – 9:30 p.m., with weekend rotation. Department size: ~70 people. Reporting to: Customer Care Assistant Manager.
Benefits
* Performance bonus schemes depending on role.
* Pension (company and employee contributions).
* Discount portal (e.g., theme park, cinema tickets).
* Staff discount & exclusive sales.
* Private healthcare for you and your family.
* Flexible working.
* Supportive team culture.
Responsibilities
* Act as a brand ambassador for THE NET‑A‑PORTER GROUP, ensuring outstanding service through telephone, email, live chat, and social media.
* Proactively anticipate and prevent barriers to a seamless customer experience.
* Assist customers with registration, order processing, product inquiries, returns, late returns, faulty goods, and complaints, including escalation where appropriate.
* Promote high service awareness and actively use the order tracker and database.
* Facilitate communication between internal departments to resolve fulfilment, dispatch, and shipping issues.
* Assist Finance with security checks and accounting enquiries.
* Monitor and manage team performance, mentor and support consultants, encouraging ownership and increasing cross‑channel sales.
Qualifications
* Previous experience in luxury sales and customer service in retail.
* Excellent written and verbal communication skills; fluency in a second language is beneficial.
* Experience in a contact centre environment is advantageous.
* Ability to coach and mentor junior team members.
* Ability to handle complex customer issues with professionalism.
* Strong team player with reliable, flexible, and initiative‑driven attitude.
* Excellent keyboard proficiency, spelling, and grammar.
* Attention to detail and strong organizational skills.
* Proficiency in Microsoft Office packages.
* Appreciation for the importance of customer care within a business.
YOOX NET‑A‑PORTER GROUP is an equal opportunities employer. We welcome applications from all backgrounds. If you require reasonable adjustments to complete your application, please let us know.
Apply with your CV.
Experience level: Associate. Workplace type: Hybrid. Employment type: Full‑time. Industry: Retail.
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