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Brand Ambassador Liaison

2 months ago

Cramlington, Northumberland, United Kingdom Disturbia Full time
About Disturbia

We're an independent, subculture-led fashion brand creating unconventionally authentic attire for a global community of kindred spirits who think and act outside the box of normalcy.

Our designs are informed and inspired by the outcast, the esoteric, and the occult - we're always spinning fashion trends on their head in new and unexpected ways. We stand for the other in society, and always want to do right by our community - all while having a hell of a lot of fun in the process.

Job Summary

We're seeking a dynamic and customer-focused individual to join our team as a Customer Service Advisor. The ideal candidate will have excellent communication skills, demonstrating confidence and professionalism in every interaction.

You should be ambitious, eager to grow within the fashion industry, and passionate about delivering exceptional service to our customers. If you thrive in a fast-paced environment and have a keen eye for detail, we encourage you to apply and become a vital part of our team.

Key Responsibilities
  • Resolve customer queries and concerns in a timely and professional manner.
  • Work to Key Performance Indicators (KPIs) to ensure all customer service enquiries are responded to and resolved while maintaining customer experience expectations.
  • Deliver a first-class service to all customers across all platforms, ensuring positive resolutions and overall customer satisfaction.
  • Assist the Customer Service Manager in providing support, coaching, and development for all Customer Service Advisors.
  • Reply to customer questions and reviews via relevant channels.
  • Perform daily order checks to ensure fulfilment can be achieved.
  • Process refunds, gift cards, and discount codes in line with customer expectations and with a high degree of accuracy.
  • Populate daily operational reporting logs to allow for strategic growth.
  • Feedback any distribution issues to the line manager or order to allow for feedback throughout the wider company.
  • Liaise with our distribution center and external partners to investigate and resolve shipping-related enquiries.
  • Propose new ideas and workflows for consideration with the aim of promoting efficiency and elevated levels of service.
Requirements
  • 3+ years of experience in a similar customer service role.
  • Skilled in IT with experience in Excel, Google Sheets, and CRM software.
  • Able to handle multiple enquiries across various channels while working to KPIs.
  • Strong organisational skills with the ability to multitask while working under pressure and meeting deadlines.
  • Excellent communication skills, both with customers and the team, maintaining a professional and friendly demeanor.
  • Proven ability to resolve customer complaints or issues efficiently and effectively.
  • Naturally enjoy helping others and are service-oriented, keeping the customer's wants and needs at the forefront of the decision-making process.
  • Open to new ideas, continuous challenging the norm to aid development and growth within the team and wider business, while delivering the best possible service to all customers.
Benefits
  • 21 days of annual leave, including bank holidays, increasing with each year of service up to 27 days.
  • Annual leave purchase scheme.
  • Birthday treats.
  • Store discount.
  • Cycle to work scheme.
  • Quarterly social fund.