Introduction:
Founded in 1875, our long history has been built on innovation, craftsmanship and above all, incredible talent. Born from the adventurous spirit of our founder, Arthur Lasenby Liberty, we remain true to our heritage. From our fulfilment centres to our flagship store, passion, vision and dynamism are part of our DNA – and that extends to our team.
What We’re Looking For:
We’re seeking a Full-Time Customer Service Advisor who will be the first point of contact for our customers — whether in our iconic flagship store or across our online channels. You’ll be the face and voice of Liberty, handling enquiries with warmth, efficiency and professionalism from the very first interaction to the last.
Ideally, candidates will have:
- A background in customer service within retail or hospitality; experience with a high-end or luxury brand is a strong advantage.
- Exceptional communication skills, being confident and professional across verbal, written and in-person interactions.
- A proactive mindset; energised by a busy environment and comfortable being responsive throughout shifts.
- The ability to be calm under pressure, juggling multiple responsibilities and meeting various deadlines.
- A flexible and committed approach, comfortable working a shift pattern that includes weekends.
- A tech-savvy approach, with an openness to learn and navigate a range of platforms and digital tools.
Key Responsibilities:
Customer Focus
- Respond to customer queries in a professional and timely manner on our 3rd floor customer service help desk.
- Provide consistent and up-to-date information to customers, whilst also responding to loyalty queries.
- Ensure customer follow-up is completed within department SLAs, whilst also escalating complaints to your line manager when necessary.
Standards
- Complete processes efficiently and accurately, including transactions on POS, Microsoft Dynamics AX and Zendesk.
- Maintain high standards of organisation and compliance across all working areas, front and back of house.
- Assisting with online orders, including all aspects of click and collect.
Service Excellence
- Act as a Liberty ambassador, ensuring an exceptional customer experience at every interaction.
- Proactively develop knowledge of Liberty’s online and flagship services, promotions, marketing and events.
- Stay aware of the latest trends, competitor activity and customer service best practice.
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