Are you passionate about delivering outstanding customer service? Do you thrive in a dynamic and supportive team environment?, Customer:
Responsibilities
- Handle all customer contacts quickly, efficiently to a high standard within agreed KPI’s
- Acknowledge and respond to general queries via telephone, email, live chat and post with a friendly and “can do” approach
- Assist customers with any issues relating to the Dune experience. This could include, Dune website, Dune retail stores or Dune concessions
- Follow GDPR guidelines (Data Protection) to every customer contact
- Take ownership of every opportunity to upsell other products offered by Dune London in a positive “Sales Through Service” attitude
- Contribute directly and take ownership of all tasks within the Customer Experience Department
- Play your part in maintaining our fun, committed and customer focused working environment
- Be flexible when asked to assist with or undertake ad-hoc tasks
- Develop and maintain a high level of knowledge about our products, our business, retail law and the customer experience industry
- Be proactive in developing and maintaining close working relationships with customers and colleagues
- Assist in identifying system or process issues and be confident in offering potential solutions / improvements to rectify these issues
- Demonstrate a proactive approach to continuous improvement
- PC literate and proficient with Microsoft Office
- Excellent communication skills – both written and verbal
- Excellent organisational and administrative skills
- A sound understanding of the Data Protection Act and PCI DSS and their application to the customer service environment
- Confident in multi-tasking, ensuring attention to detail is applied
- Ability to communicate effectively with people at all levels
- Enthusiastic, proactive and self-starting
- Ability to work on own initiative as well as part of a team
- Customer focused
- Ability to remain calm and professional under pressure
- A flexible approach to working hours during business peak times
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Benefits
- Company growth and opportunity; Dune is opening new stores and channels and evolving all the time
- Open-minded company, welcoming thoughts and ideas to be shared
- Working with charitable organisations to help raise funds and give something back. Our current charity partner is Mental Health UK.
- 60% employee discount on Dune products – what’s not to love!
- 25 days holiday (plus the bank holidays)
- Cycle2work
- Company pension scheme
- Life assurance for all team members
- We look after our people
- Team socials and drinks – we like to have fun!
- Access to our employee assistance programme, retailTRUST, who provide loads of resources to support with wellbeing and personal development offer free counselling legal advice and financial guidance.
- Our own Wellbeing Allies – there to talk when you need them.
About the Company
The Dune Group is one of the most influential global players in fashion footwear and accessories. Based in London, the fashion capital of the world, The Dune Group has over 20 years of experience in the footwear industry and has grown through a passion and dedication to excellence in product development and in-house design, and a commitment to providing outstanding customer service.
The company has grown from a 20 square metre concession in a fashion store in Oxford Street, London, in 1992, to a group with 40 UK standalone stores, 175 concessions in the major global department stores such as Topshop, House of Fraser, John Lewis and Selfridges, and 64 franchised stores and concessions in 10 countries around the world. Back To Results Dune London is the leading affordable luxury footwear and accessories brand in the UK, with broad distribution across both the UK and internationally. It has 50 stores in the UK and over 100 in 25 countries around the world. The company is entering a period of sustained growth both through additional stores, expansion of sales on its online channels and through third party partners both in the UK and globally. Celebrating its 30th anniversary the group has over the years built an enviable position as the specialist in quality fashion footwear and accessories which has given it a unique position at the high end of the high street.
We are looking for a Customer Experience Advisor to join our vibrant Customer Experience Team at Dune London’s Distribution Centre in Leicester. As an integral part of our business, you will ensure our customers receive excellent service across various communication channels, including phone, email, live chat, and post. Our structured office hours promote a healthy work-life balance, and we provide ongoing training and support, including real-time coaching sessions, to help you succeed.
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