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Deliver exceptional customer service via phone and email, ensuring a great shopping experience for our luxury client.
Location:Â Hemel Hempstead (office-based).
Schedule:Â Monday - Friday, 37.5 hours per week.
Skills:
- Strong communication and negotiation skills.
- Passionate about customer service and sales.
- Enthusiastic about the brand.
- Highly organised and able to prioritise.
- Flexible and solution-oriented.
- Excellent written and verbal communication.
- Preferably experienced with Zendesk and Netsuite.
- Computer literate, knowledge of Excel and Photoshop is a plus.
- Team player with a 'can-do' attitude.
- Attention to detail and tidy work ethic.
Responsibilities:
- Handle customer queries (orders, returns, complaints) via phone, email, and live chat.
- Resolve queries efficiently within company standards.
- Communicate customer feedback internally.
- Provide product information and support.
- Build customer relationships and assist with purchasing decisions.
- Identify cross-selling opportunities.
- Enhance customer experience and resolve dissatisfaction.
- Fulfil web and mail orders, check payments, and prevent fraud.
- Liaise with marketplace accounts and other teams.
- Manage returns, refunds, exchanges, and replacements.
