customer service representative
Responsibility
- deliver best in class customer service
- use expert product knowledge and fashion sector knowledge to advise customers, resolve their queries
- give accurate and personalised resolutions to queries to enhance brand loyalty and contribute to increased revenue
Show more +6 - carry out any additional duties as directed by the management team
- responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every customer
- work with the management team to stay up-to-date on product knowledge and be informed of any changes in products and policies
- offer improvements ideas to help improve the customer experience
- contact customers proactively where opportunities arise
- use a range of systems to ensure that queries are responded to in a timely manner and relevant administration is completed in line with department ways of working
Requirements
- organised, able to work with existing systems and manage workload
- demonstrated ability contributing to customer service team objectives in a previous role
- ability to work independently and as part of a team
Show more +18 - experience in a customer service role
- an interest in women’s fashion and trends in the fashion industry
- we are looking for a forward thinking and driven individual, with a strong work ethic
- able to take initiative and work with minimal supervision
- confident working in a fast-paced environment
- understanding of customer service analytics and metrics
- this is a customer centric role, maintaining customer satisfaction levels
- excellent interpersonal and communication skills
- nurturing our VIP’s and understanding the customers motivations for purchasing will be key
- attention to detail and good time-management
- experience working with Shopify, Gorgias and Returns Centre
- demonstrable conflict resolution, negotiation, and de-escalation skills
- warehouse experience
- the role will focus on customer service via an online platform, but flexibility within the role will be key
- the ideal candidate will be open to learning new skills and develop with us as we grow
- the best in class candidates will be able to gather and analyse information and feedback to senior management
- please note, this is an office based role situated in Teesside
- the role will involve answering incoming customer queries regarding order issues, product problems, delivery questions and general client concerns keeping the customer at the heart of all we do
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