Senior Customer Service Representative

3 weeks ago

London, Greater London, United Kingdom AllSaints Full time

About the Role

We are seeking a highly skilled and experienced Senior Customer Service Representative to join our team at AllSaints. As a Senior Customer Service Representative, you will be responsible for providing exceptional customer service and support to our customers through various communication channels.

Key Responsibilities

  • Customer Communication: Respond promptly and professionally to customer inquiries, ensuring each communication is positive, friendly, empathetic, and solution-oriented.
  • Complaint Resolution: Address and resolve customer concerns and complaints efficiently, cooperating with other departments and business partners to ensure customer satisfaction.
  • Purchase Support: Support customers with order/return inquiries, store purchases, and after-care enquiries, providing expert knowledge and assistance.
  • Knowledge: Maintain in-depth knowledge of our products, services, and launches, including new arrivals and seasonal collections, to effectively assist customers.
  • Feedback: Gather customer feedback and provide insights to improve our products and services, representing the voice of the customer and team.
  • Sales Support: Upsell and cross-sell products to customers based on their preferences and needs.
  • Team Player: Act as a mentor to new starters and as manager on duty when necessary, supporting department projects and regularly communicating with the team and managers on internal channels.
  • Brand Ambassador: Uphold the brand's image and values in every customer interaction.
  • Brand Values: Embody the company's values of Customer is the Boss, We Do What We Say We Will, We Are Responsible, and One Team in all aspects of the role.
  • Career Goals: The long-term goal to become a future Team Leader or manager within the Customer Experience department.

Requirements

  • Previous experience in customer service contact centre roles.
  • Demonstrable experience in customer support by live chat, social media, email, and phone, resolving customer complaints with empathy, understanding, and patience.
  • Enjoys talking to customers, empathetic, and solutions-focused.
  • Team player with a positive mindset, able to build relationships with team and customers.
  • Great time management and multitasking skills.
  • Experience with using contact centre CRM systems.
  • Highly organized and self-motivated.
  • Ability to follow internal processes consistently to a high standard.
  • Computer literacy in Office, Google Suite, and used to working across multiple platforms.
  • Business-level proficiency in English, excellent communication, and presentation skills.

About AllSaints

AllSaints is a global fashion brand that values diversity and inclusivity. We are committed to providing equal opportunities to everyone in our employment and recruitment processes. We safeguard against any form of discrimination, regardless of gender, gender reassignment, marital status, race, ethnic origin, nationality, disability, sexual orientation, religion, gender identity, gender expression, transgender status, or age.

We recognize the importance and strength of diversity and are passionate about creating an environment where everyone feels respected, valued, and able to give their best while contributing to the success of our brand.

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