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London Premier Customer Care Consultant

4 weeks ago

Charlton, United Kingdom YOOX NET-A-PORTER GROUP Full time

Our global Operations team make it possible for us to offer worldwide shipping to more than 180 countries, including same-day delivery to New York, London and Milan, while providing a seamless shopping experience across mobile, tablet and desktop, with easy returns.

We have 9 distributions centres and 11 Customer Care centres who work with in 11 different languages and are available 24/7, 365 days a year.

The London Premier team are now seeking a talented Customer Care Consultant to join the team based in our offices in Charlton (Near North Greenwich).
- Location: Our Charlton office in London.
- Hours: 37.5
- Department Size: 25
- Reporting into: Premier Customer Care Assistant Manager
- Besides a competitive salary, we can offer you:
- Performance bonus schemes dependent on the type of role you are in-
- A pension that both you and the company contribute too-
- A portal with an array of discounts on things like theme park and cinema tickets-
- Our famous staff discount along with exclusive staff sales-
- Private healthcare for you and your family-
- A chance to be part of a fun and caring team that support each otherHere is a breakdown of what you’ll be doing:

- Ensure outbound orders and customer returns are processed accurately and within the agreed SLAs
- Ensure exemplary levels of customer service are displayed at all times
- Take responsibility to improve product knowledge and advise customers on purchases
- Take every opportunity to up-sell and ‘accessorize outfits and perform against targets set by Premier management.
- Increase sales by being aware of current trends, styles and availability of products on NET-A-PORTER and MR PORTER websites
- Understand individual and team KPIs and strive to exceed target set for telephony quality, sales and productivity
- Liaise with other departments as necessary to meet customer demands
- Anticipate, identify and resolve problems that could delay the release or movement of shipments
- Report to the Team Leader in the event of any customer query or complaint concerning the Premier Service
- Manage workload effectively

The type of person we are looking for:

- Exceptional customer service skills and the ability to exceed expectations for a demanding customer base
- A genuine interest in fashion and current trends
- Ability to display clear and positive communication skills
- Ability to use own initiative and proven track record of having solved problems successfully
- Excellent time management skills and the ability to meet strict deadlines
- Proficient computer and analytical skills
- Flexible approach towards travel in instances where training or workshops may be provided at another site
- Self Confidence
- Ability to work under pressure in order to reach customer SLA’s
- ‘Customer First’ approach
- Excellent team working skills and individual work ethic

Hours:
37. 5 hours a week, 5 out of 7 days between the hours of 7.30am - 9.30pm.
- _

Experience Level: Entry level

Workplace Type: Hybrid

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