Customer Care Consultant German for Net-a-Porter based in London
Apply for the Customer Care Consultant German for Net-a-Porter role at Mytheresa.
What You Will Do
* Act as a brand ambassador for the LuxExperience group ensuring an outstanding service and shopping experience to build lasting relationships with our customers
* Assist German and English speaking customers with their enquiries via phone, email and web messaging, always adhering to service levels
* Provide personalised, accurate responses to proactively anticipate and prevent future barriers for a seamless customer experience
* Adherence to processes and guidelines for consistent and efficient customer resolution, using order management systems and customer care tools to obtain information
* Maintain customer relationships, complete follow up as required to offer Customer Care support post-order
* Customer centric approach required; highlight negative customer impacts
* Convert product enquiries to orders whilst introducing additional product options for an enhanced customer experience
* Collaborate professionally with internal colleagues and departments
* Attend training sessions to expand your Customer Care knowledge, always representing Customer Care and LuxExperience with the utmost professionalism
* Escalate potential complaints to your manager for support and efficient resolution
Who You Are
* Previous experience in customer facing luxury sales and service, ideally in a contact centre environment
* Native level proficiency in English and German (written and spoken), additional fluency in French, Italian or Spanish is a plus
* Excellent communication skills, capable of building rapport with customers
* Takes initiative, able to handle complex customer issues and adhere to customer data regulations
* Proficient with Microsoft Office, displays strong computer and keyboard skills
* Professional, well organised and a good team player - flexible, reliable and consistent
* Must demonstrate an appreciation and understanding of the importance of customer care as a function within the business
* Excellent attention to detail, articulate with good spelling and grammar
What We Offer
* 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
* A chance to be part of a fun and caring team that support each other
Seniority level: Entry level
Employment type: Full‑time
Job function: Other
Industry: Retail Luxury Goods and Jewelry
Location: London, England, United Kingdom
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