Luxury Sales and Customer Care Consultant
Our global Operations team makes it possible for us to offer worldwide shipping to more than 180 countries, including same-day delivery to New York and London, while providing a seamless shopping experience across mobile, tablet and desktop, with easy returns. We are working to ensure that we’re providing our customers with the best possible experience, and so we’re searching for a Senior Sales and Customer Care Consultant to join our Customer Care team in Charlton, London. You’ll be the first port of call for NET-A-PORTER and MR PORTER customers; acting as a brand ambassador for the LuxExperience group, ensuring an outstanding service, shopping experience, with product expertise.
Location
DC1 Charlton
Hours
37.5 hours per week, weekend rotation required
Department Size
Approximately 15
Reporting into
Customer Care Assistant Manager
Responsibilities
- Act as a brand ambassador for the LuxExperience group ensuring an outstanding service and shopping experience to build lasting relationships with our customers
- Assist 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
- Adhere 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
- Take a customer‑centric approach, highlighting 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
Qualifications
- Previous experience in customer facing luxury sales and service, ideally in a contact centre environment
- Native level proficiency in English (written and spoken); additional fluency in German, 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 organized 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
Experience Level
Entry level
Workplace Type
Hybrid
Equal Opportunities
LuxExperience is an equal opportunities employer and encourages people with a diverse range of backgrounds to apply. We welcome and will consider all applications regardless of race, nationality, religion, colour, sex, pregnancy or related medical conditions, parental status, sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any other legally protected characteristics.
Reasonable Adjustments
If you require any reasonable adjustments to complete your application, please do not hesitate to advise us accordingly.
#J-18808-Ljbffr…