Responsibilities
* Respond to customer queries through all communication channels and provide a satisfactory resolution to issues, turning negatives into positives.
* Escalate queries where a resolution cannot be immediately provided, collaborating with the necessary department.
* Assist with the prompt delivery of all customer orders and returns, deal directly with queries and requests from customers or couriers while delivering an outstanding shopping experience.
* Liaise with delivery companies to investigate delivery/return issues, arrange collections, and provide commercial invoices when requested in compliance with customs clearance requirements.
* Maintain high standards of accuracy with all system processes and records, including order notes and shared documents.
* Support customer verification/fraud screening and order processing tasks where necessary, ensuring all issues are resolved efficiently and other digital teams are informed in a timely manner if required.
* Uphold department and company guidelines, communicate company policy to customers as required, and observe client confidentiality and data protection at all times.
* Highly computer literate in Outlook, Word, Excel, the use of the Internet and CRM.
* Experience in a busy office environment.
* Experience working within Retail Sales or a customer-focused role.
* Administration experience.
* Able to accurately input data and work across multiple channels.
* Exceptional customer service skills.
* Astute written and verbal communication skills.
* Exceptional telephone manner and a good listener.
* Excellent problem solving skills.
* Ability to stay calm under pressure.
* Flexible to work extended hours during busy periods.
* Please note, this role is not eligible for sponsorship in the Skilled Worker visa category.
About
Founded in Nottingham in the 1970s, the Paul Smith collections have become internationally recognised and Paul Smith is one of Britain\'s most renowned and successful designers. From its origins in one small shop in Nottingham in 1970, Paul Smith has grown into a global business, selling in six continents. The company comprises complete clothing, shoe and accessory collections for men, women and children, with representation extended by associated product licenses in fragrance, eyewear and interior lines. Paul Smith is one of Britain\'s leading independent design companies and champions positivity, curiosity and creativity. The brand emphasizes the principle of “classic with a twist” and maintains a distinct position between high fashion and formalwear.
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