Radley Milton Keynes, England, United Kingdom
Customer Care Advisor
Radley Milton Keynes, England, United Kingdom
Radley have been proud architects of luxurious British handbags and accessories for over 25 years. Known for our leather expertise and enduring quality, we expertly blend iconic design and exquisite craftsmanship with exceptional value.
Our London HQ is home to our in-house Design team, who are inspired by the natural world, luxurious fine leathers and the remarkable women who wear our bags. Each design is then responsibly made by our family-run manufacturing partners, in the expert hands of three generations of artisan craftspeople.
Customer Care Advisor
The purpose of this role is to deliver a truly memorable customer experience. The role will need to represent the brand and company ensuring personal interaction with customers; written and verbal, is executed in a first-class manner ensuring a high standard of customer care at all times and across all channels.
Key Responsibilities
* Handling customer queries via phone, email, social media and post relating to a variety of queries from confirmation of orders, site navigation assistance, tracking parcels/parcel carrier queries, explaining company policies to customer grievances.
* Liaise with internal departments (Accounts, Marketing, Retail, QA, Product Development, eComm) to assist with the variety of daily queries received.
* Working with the Returns Department to ensure customer issues are dealt with in an expedient and professional manner.
* Working with our warehouse and 3rd party service providers to ensure deliveries or other relevant information is as expected as per our service level agreement and resolving issues as they arise.
* Working with in-house systems (Zendesk/Magento/Fashion Master/CHESS) to assist with daily enquiries within the department.
* Working on administrative procedures (gift cards/reporting on delivery exceptions) as required and detailed by your line manager in order to assist in the smooth running of the website and department generally.
* Escalate, along with the rest of the Customer Care Team, to the Customer Care Manager, IT, Finance and logistics teams on any issues impacting customer service as well as day to day technical issues.
* Processing Web refunds and investigating referred orders
Skills & Experience
* Team player, with a friendly demeanour and positive outlook.
* Have a proven record in Customer Care with exceptional phone etiquette. Should also have excellent written and verbal communication skills in English and a knowledge of Social Media.
* Have technical competency and comfort around website pages and administrative functions, credit card company technology functions is desirable and other systems which may be required.
* A knowledge of the fashion/retail industry – to be able to advise confidently on the products when taking phone orders.
* Have good prioritisation skills and to know when to enlist help from others in their department. It is also vital to know how to be calm under pressure when dealing with difficult and challenging situations.
* Excellent interpersonal skills with a ‘can do’ attitude. Plus, the ability to follow set protocol but have good problem-solving skills with the ability to think on their feet when required.
* Please note flexibility is required during peak times for weekend/evening shifts.
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
Job function
* Job function
Customer Service
* Industries
Retail Luxury Goods and Jewelry
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