Customer Service Representative

3 days ago

Long Eaton, United Kingdom Sunspel Full time

The company is based in Long Eaton, near Nottingham, in the factory we have occupied for the best part of a century. We continue to draw on the traditional clothing techniques and expertise of the Nottingham area where the company was founded back in 1860. We also have offices in London, where the marketing, online and wholesale team reside.

We have always been innovators, with a history of introducing new garments and developing our own unique fabrics. Today we draw on our rich heritage to create clothes that are both timeless and modern.

We are always on the lookout for interested, knowledgeable individuals with a passion for craftsmanship and exceptional customer service. If you’d like to speculatively send through your CV, we’ll always consider you when a suitable position does become available.

**Customer Service Representative (Long Eaton)**:
**The Role**

We are looking for an experienced Customer Service Representative, to join the team on a full-time basis.

**Key Responsibilities**
- Work with the warehouse and carriers to ensure that the customer has the best delivery experience. Liaise with couriers to locate lost or missing parcels.
- Aid with the supervising and maintaining of the customers online shopping journey, ensuring imagery, descriptions, FAQ’s and content are correct.
- Look to where at all possible establishing long-term relationships with key customers based on data about their preferences, behaviours and purchases.
- Fraud checking and processing all orders that come through the website.
- Process returns and refunds in a timely manner.
- Confidently liaising with members of the team from other departments, including merchandising, marketing, production and store retail staff.

**Experience and Skills**
- Proven track record of working effectively and efficiently within a customer service environment.
- Experience with an online luxury retailer would be beneficial.
- Good administration and numerical skills.
- Excellent IT skills, including Outlook and Microsoft.
- Experience with using Freshdesk and Shopify would be beneficial.
- Passionate about your work with a ‘can-do’ attitude.
- Excellent verbal and written communication skills.
- High level of attention to detail
- Well organised, systematic and logical.
- Highly motivated with a disciplined approach to problem solving.

Please note that this is a full-time, on-site position. The role involves working 37.5 hours per week on a rota basis, with shifts scheduled across seven days (including two rest days per week). Typical shift patterns are:

- 8:00am - 4:00pm
- 9:00am - 5:00pm
- 10:00am - 6:00pm

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