Purpose:
The clue’s in the name, this role is all about service. As a Customer Service Advisor you will be the first point of call for many of our customers, whether in store or through one of our online customer service channels. Impeccable communication skills are essential, along with having the ability to effectively deal with customer queries in a cool, calm and collected manner. If ‘dedicated’, ‘diligent’ and ‘decisive’ describe you down to a T, then Customer Services may just be the perfect place for you.
ROLE + RESPONSIBILITIES:
Customer Focus
* Replies to customer queries articulately, professionally and in a timely manner both in person and online.
* Aims to provide an outcome with first-time response or face to face solution.
* Provides consistent, accurate and helpful information to customers.
* Ensures customer follow-up is completed within department SLAs and as necessary escalates complaints.
Standards
* Answers queries using accurate and appropriate language in all physical, verbal and written communications.
* Completes processes efficiently and correctly, specifically transactions on POS or in AX Dynamics and when completing tasks in Zendesk.
* Maintains high standards of organisation and compliance for all working areas, both front and back of house.
* Personal grooming and dress-code adheres to company guidelines.
Service Excellence:
* Liberty London ambassador for Customer Service to always ensure exceptional quality of experience, whether in face or online.
* Delivers outstanding impressions to develop lasting relationships with customers.
* Proactively improves personal knowledge of Online and Flagship services, promotions, marketing and event activity.
* Awareness of latest trends, competitor activity and best practice customer service.
COMPETENCIES:
* Customer focus
* Working with others
* Drive for excellence
Role Specific Competencies
* Communication
* Planning and Organising
* Making things happen
PERSONAL QUALITIES + EXPERIENCE:
* Customer Service professional within retail, hospitality or travel
* Excellent verbal, aural and written communication skills
* Professional and friendly interpersonal skills
* Trusted to work with confidential and sensitive information
* Previous experience working for a high-end luxury brand
* Organised with proven ability to work to deadlines
* Able to remain calm under pressure and at times handle challenging conversations
Key Performance Indicators (KPI’s):
* Call answer rate and customer wait times
* Resolution of queries within SLA
* CSAT ratings
* Timely completion of tasks
* Accuracy of stock & order holdings
* Quality assurance Scores
Other:
Department schedule is in line with store opening hours (Sunday – Saturday), therefore weekend and evening work will be required to support business needs. Location will be based full time in the Liberty store/offices. Role includes time spent working on computers and answering phone calls for which appropriate equipment is provided as well as supporting the customers that are shopping in our Flagship store.
Other duties include managing and supporting our Click and Collect service, Mail order service and Customer returns as well as general enquiries from Customers.
Duties may include an element of manual handling.