Customer Service Associate

3 months ago

London, United Kingdom Hush Full time

_Hush is an ambitious and distinctive fashion brand, with plans to double the business over the next few years. Founded 20 years ago, we are now established as one of the UK’s leading online fashion retailers. We employ around 150 staff in our head office and across 8 John Lewis concessions, creating and selling a beautiful range of women’s clothing and accessories characterised by an elegant simplicity and laidback sense of style. Despite the challenges to the retail industry, Hush has continued grow - and our company culture still reflects our entrepreneurial roots and relaxed aesthetic. We love hard-working and talented people with a can-do attitude and a passion for what they do._

**The Role**:
The **Customer Service Associate** role is key to making the Hush customer experience a unique one.

The team prides themselves on going that extra mile; dealing with practical issues and taking away any difficulties the customers may have. This role is integral to the business, you are the first point of contact and voice of the customer. Please note, this role will cover shifts predominantly Monday to Friday - any weekend working will be 1 in 3.

**Responsibilities**:

- Ensuring that customer queries are answered quickly and replied to within our agreed response times and recorded correctly.
- Completing operational procedures such as processing orders and refunds within the agreed times.
- Maintaining extensive and up-to-date knowledge of all products, offers and company information to enhance the customer experience.
- Monitoring and answering customer reviews on the website.
- Escalate any serious issues to the assistant customer service manager and the customer service manager.
- Provide feedback from customers to the wider teams to promote continual improvement.
- Confidently communicate to the wider team openly and with clarity.
- Act as a champion for the voice of the customer.
- Assisting at our Sample sales.

**The Person**:

- Available to work Mon - Fri (3 days in office, 2 days from home)
- Able to work 1 in 3 weekend shifts if required.
- A passion for customer service and dealing with people.
- An enthusiastic and positive attitude with the willingness to learn.
- An approach that is results and achievement orientated to high standards.
- Great written and verbal communication.
- Excellent computer skills.
- We are committed to fostering diversity, equity and inclusion in everything we do._

**Job Types**: Full-time, Permanent

Pay: £25,642.50 per year

**Benefits**:

- Bereavement leave
- Casual dress
- Company pension
- Cycle to work scheme
- Employee discount
- Enhanced maternity leave
- Free parking
- Health & wellbeing programme
- On-site parking
- Paid volunteer time
- Referral programme
- Sick pay

Schedule:

- Day shift
- Monday to Friday

Ability to commute/relocate:

- London, SW4 0JW: reliably commute or plan to relocate before starting work (required)

Work authorisation:

- United Kingdom (required)

Work Location: Hybrid remote in London, SW4 0JW

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