Customer Service Assistant

3 weeks ago

London, United Kingdom The Orange Square Company Ltd Full time

**Customer Service Assistant (Fixed-Term)**

Are you passionate about delivering world-class customer service for a luxury brand? Do you thrive in a fast-paced, dynamic environment? If so, we have an exciting opportunity for you to join The Orange Square Company as a Customer Service Assistant

**About us**

The Orange Square Company began to work with the House of CREED in 1992. The House of Creed was acquired by Fontaine Group Ltd in February 2020 and the group subsequently acquired The Orange Square Company the following year as one of its largest global distributors.

The House of Creed is an authentic, luxury perfume house dedicated to the creation of highly original, artisan fragrances for men and women, made from the finest perfume ingredients the world has to offer.

We are present in the most prestigious stores in the UK and Ireland: Names like Harrods, Fenwick, Fortnum & Mason, Harvey Nichols, House of Fraser, John Lewis Partnership, Liberty, Selfridges and even in our own Creed boutiques in London.

**Purpose of the Role**

Reporting to the Customer Services Manager, you will assist in delivering customer service excellence for the business and its portfolio of luxury brands. With a focus on Creed, you will be responsible for replying to customer enquiries across all digital channels, ensuring communications are aligned with brand tone of voice and values.

**Day to Day Key Responsibilities**

Your duties will include but not be limited to the following:

- Assisting with all in-bound customer requests and queries via Zendesk (tickets, chats, calls) whilst delivering world class customer service
- Liaising with the relevant teams to resolve customer requests (Fulfilment, Retail -Area Managers, Training)
- Ensuring the brand tone and values are represented with each customer interaction to ensure added value to all of our customers and clients
- Proactively report trends and customers feedback
- Supporting the Customer Service Manager and the Digital team with order/stock related actions
- Ensuring customer orders and returns are processed in a timely manner

**Skills/Experience Required**
- 1+ year experience working within a contact centre environment
- Knowledge of CRM systems (Zendesk)
- Ability to manage direct customer relationships and escalated complaints
- Knowledge of customer service methods and techniques to deliver efficient and effective solutions to customer queries
- Ability to work against internal SLAs and KPIs
- Strong communication skills
- Good trouble shooting and multi-tasking skills
- Fluency in the English language

**Key Competencies**
- Excellent verbal and written communication skills
- Proactive and autonomous with an enthusiastic, positive outlook
- Well-organised, methodical and efficient, with common sense and initiative
- Great attention to detail to ensure all customers feel confident in solutions to queries
- Calm disposition with a confident manner in communicating with frustrated customers
- Strong negotiation skills
- Organised team player, flexible and able to handle multiple activities, establish priorities, meet deadlines and work efficiently and effectively
- Ability to empathise with customers and have a high standard of etiquette befitting a luxury business
- Proven ability to build relationships and collaborate with others to achieve goals
- Competent in the use of MS Office

Please note that these are not exhaustive lists

**Location**

This role is based in London city, close to Bank station with possibility to work from home 2 days per week.

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