Social Customer Service Advisor

5 days ago

Manchester, United Kingdom Club L London Full time

**About us**

Club L London is the next-generation online fashion retailer for the forward-thinking consumer. Founded in 2007 Club L was created with the vision of offering long lasting luxury styles, trend-oriented collections with a twist and unique, statement designs that offer both exceptional quality and fit in an otherwise saturated market of fast fashion and throw away goods. Expertly designed and crafted in-house, Club L specialises in accessible luxury, unique designs and unrivalled quality made to flatter every figure.

We manufacture everything in house and abroad and so apart from fit, quality and design it’s imperative that we source and manufacture in an ethical and environmentally friendly way. At Club L our team are like family so ensure all our staff are paid fairly and have full access to company benefits. We are also working hard to ensure that we are environmentally conscious throughout the production process. We now ship 85% of all goods by sea and have reduced packaging by 60% since 2019.

We are passionate about nurturing upcoming talent within the fashion industry whether it be design and development, marketing and PR, digital tech, creative, social or customer services within a diverse and collaborative environment. Our team is dedicated, ambitious and hard-working and with a prestigious portfolio of global partners and a rapidly growing e-commerce team, there are numerous opportunities to join Club L’s influential team and take your career to the next level. This position is perfect for anyone looking to get into the fashion industry and progress further.

**Roles and Responsibilities**
- Providing customer support through all social media platforms (example, Facebook l Twitter l Instagram | TikTok
- Great communicator and listener
- Problem solving mindset - you should be able to solve problems, show empathy, make customers feel heard, valued and appreciated
- Provide excellent customer service with great attention to detail
- Reply to customer queries and comments posted on social media page
- Resolve customer inquiries efficiently and quickly via social media based within the scope of work
- Review social media posts to ensure that all inappropriate content is removed and all queries are answered
- Knowing company products and services to effectively communicate with customers and provide them with the correct resolution
- Staying informed on all the current and latest social media trends, innovations and changes

**Requirements**:

- A minimum of 1-year experience as a social media representative or a similar role.
- A year of customer service experience would be beneficial.
- Strong knowledge of the social media channels and their best practices
- Ability to provide a positive customer experience
- Good writing skills with good attention to grammar and sentence structure
- Ability to manage and handle customers on social media platforms like Twitter, Facebook, Instagram, LinkedIn, and Google+
- Working knowledge of social media tools
- Solid customer service skills
- Good communication and interpersonal skills
- Ability to work in a fast-paced environment

**What's on offer?**
- Competitive salary
- 25 days of annual leave with an extra day of leave for your birthday, exclusive of bank holidays
- Flexible working hours around core hours of 10-4
- Early Finish Fridays
- Cycle to work scheme
- 40% staff discount
- Healthcare Cashplan
- Free onsite gym
- AbleFutures
- Annual bonus scheme
- Social events
- Free snacks, drinks & treats

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