We’re recruiting for an experienced Customer Service Representative for a luxury clothing brand and manufacturer. As Customer Service Representative your role is essential in providing an excellent shopping and service experience to all customers.
Working within the CS Team, you will ensure accurate, on time and safe delivery of orders, as well as driving sales and answering customer enquiries via phone, email and live chat.
Hours of work are based on a shift rotation and include 7-day schedule (weekends and Bank Holidays).
Customer Service Representative – The Job Outline
* Providing excellent customer service is a pivotal part of this role. A large proportion of the role is email based which will require the customer service representative to deliver a high level accurate full response. You will communicate with customers via the phone, email and live chat.
* Work with the warehouse and carriers to ensure that the customer has the best delivery experience. Liaise with couriers to locate lost or missing parcels.
* Aid with the supervising and maintaining of the customers online shopping journey, ensuring imagery, descriptions, FAQ’s and content are correct.
* Look to where at all possible establishing long-term relationships with key customers based on data about their preferences, behaviours and purchases.
* Fraud checking and processing all orders that come through the website.
* Process returns and refunds in a timely manner.
* Confidently liaising with members of the team from other departments, including merchandising, marketing, production and store retail staff
Customer Service Representative – The Person Specification
* Proven track record of working effectively and efficiently within a customer service environment.
* Experience with an online luxury retailer would be beneficial.
* Good administration and numerical skills.
* Excellent IT skills, including Outlook and Microsoft.
* Experience with using Freshdesk and Shopify would be beneficial.
* Passionate about your work with a ‘can-do’ attitude.
* Excellent verbal and written communication skills.
* High level of attention to detail
* Well organised, systematic and logical.
* Highly motivated with a disciplined approach to problem solving.
Applicants must have full Right to Work in UK as sponsorship cannot be offered