Company Overview
Founded in 1975, Moda in Pelle is a leading retailer known for crafting beautiful leather shoes that blend British sophistication with fine Italian quality. With over 40 years of experience, we pride ourselves on creating fashionable footwear that offers affordable luxury and complete comfort.
Summary
As a Customer Service Advisor, you will be an ambassador for Moda in Pelle, delivering world-class service and ensuring a smooth and enjoyable shopping experience for our customers. You will interact with customers across multiple touchpoints—phone, email, and live chat—resolving inquiries with professionalism, empathy, and efficiency.
Your role will be key in building customer loyalty, ensuring all concerns are addressed, and maintaining the seamless operations of the customer service department. This is a fantastic opportunity to develop your skills, be part of a collaborative and supportive team, and grow within an innovative and customer-centric company.
Responsibilities
* Be a brand ambassador, delivering exceptional customer service that strengthens Moda in Pelle's reputation as a leading fashion retailer.
* Manage and support customers through the full shopping journey, from order placement and tracking to refunds and returns.
* Deliver first-contact resolution, ensuring customer concerns are handled efficiently and with care.
* Maintain accurate customer records, logging all interactions in our customer management system.
* Support in-store colleagues with customer-related queries, orders, and returns.
* Ensure the accuracy of customer service information, including order processing, refunds, and store details.
* Provide administrative support, such as processing incoming mail, handling payments and refunds, and managing outbound customer calls.
* Monitor and maintain service levels, ensuring response times align with company SLAs.
* Uphold data protection policies, safeguarding customer information and transactions.
* Continuously develop your skills, embracing training opportunities and new technologies to improve our service offering.
Requirements
* A passion for customer service and delivering outstanding experiences.
* Strong communication skills, both verbal and written.
* A proactive and positive attitude, with the ability to work independently and as part of a team.
* Excellent problem-solving skills, able to think on your feet and handle objections confidently.
* Ability to prioritise tasks and work efficiently under pressure to meet deadlines and targets.
* IT proficiency, with experience navigating multiple systems and using Microsoft Office applications.
* A self-motivated approach and a willingness to take on feedback and continuously improve.
This role will be full time working between the hours of 8am – 8pm. Job share/part time will be considered. Some Saturday working may be required in peak times, this will be work from home.
If you have a passion for fashion and a knack for providing exceptional customer service, we invite you to apply today and join our dedicated team at Moda in Pelle
Job Types: Full-time, Permanent, Temporary
Pay: From £25,400.00 per year
Benefits:
* Company pension
* Employee discount
Experience:
* Customer service: 1 year (required)
Work authorisation:
* United Kingdom (required)
Work Location: In person