Customer Service Advisor

**JOB TITLE **Customer Services Advisor

**REPORTS TO **Customer Service Manager

**DEPARTMENT** Commercial

**BASED **London, United Kingdom

**HOURS **40 hours a week, covering shifts Monday to Friday 8am - 11pm.

Sunday and Saturday 9am - 6pm

**COMPANY PROFILE**

Orlebar Brown launched in March 2007 as a more tailored approach to men’s beach and swim shorts.

Based on the traditional pattern of a tailored pair of trousers for men, and with their distinctive side

fasteners, they are not just a swim short; they are the original and best shorts you can swim in.

In 2010 we took Orlebar Brown off the beach, out of the pool and into the resort with a range of tees,

polos and shirts, and have since then developed the product into a full lifestyle offer including shorts,

trousers, sweats, outerwear, knitwear, footwear and accessories.

The brand has rapidly gained global recognition and is sold through multiple channels. Web is the

Brown store opened in London in 2011, and there are now seven stores in the UK and six stores in the

US, alongside stores managed by franchisees in Australia, France, Dubai, Greece and Kuwait. The

brand is sold in the world’s best Menswear retailers including Selfridges, Harrods, Mr Porter, Le Bon

Marche, Saks 5th Avenue and Holt Renfrew amongst others, as well as through key trend and regional

independent menswear stores.

In 2018 Orlebar Brown was acquired by Chanel, with a plan to continue the brand’s growth and

development internationally and across channels. We are looking for another strong team player to

join us on our journey

**THE POSITION**

The role of Customer Service Advisor is essential in providing a World Class shopping and service

experience to all our customers. Orlebar Brown and the Customer Service team are renowned for their

standards of service, and as a voice of the brand you will be responsible for maintaining this high

standard. The Customer Services Advisor will report to the Customer Services Manager and will work

with the team in London to ensure accurate, on time and safe delivery of all orders as well as driving

It is vital that we not only ensure that all orders are delivered promptly and correctly, but that we

make customer satisfaction a priority and be passionate about service delivery.

Furthermore, initiative is crucial for pro-active contact so to build relationships and encourage sales.

**GENERAL RESPONSIBILITIES**

**Customer Service**:

- Providing excellent customer service is a pivotal part of this role. You will place orders,

process exchanges and refunds, whilst answering any questions all in a prompt,

courteous and efficient manner.

and social media.
- Monitor the order lifecycle of customer orders. Communicate with our customers of any

stock, payment, delivery queries. Work with our warehouses and carriers to ensure that

the customer has the best delivery experience.
- Monitor and respond to all feedback and communicate with customers as required. Use

feedback to promote and share customer trends with the management team and

business colleagues.
- Work with colleagues within ecommerce and retail in the management of all customer

online shopping journeys. Ensure imagery, descriptions, FAQ’s and communications are

correct.

Clietelling:

- Establishing long-term relationships with key customers based on data about their

preferences, behaviors and purchases.
- Provide product recommendations and try-on services where and when required via
- Take part in any new sales initiatives to drive customer engagement and sales

opportunities.

Systems Knowledge:

- Use Zendesk to respond to customers in an efficient and timely manner and work

towards all SLA’s and KPI’s.
- Work with multiple order management systems to update customer details; process

orders; monitor stock levels and movement; handle exchanges and refunds.

**EXPERIENCE**
- Proven track record of working effectively and efficiently within a busy retail or

ecommerce environment.
- Experience with an online luxury retailer would be beneficial. Background working on the

shop floor, Personal shopping or direct sales.
- Good administrative and numeracy skills. Previous experience with contact center

software (Zendesk, Salesforce, Order Management systems) is desirable.

**CANDIDATE PROFILE**

and understanding of grammar and punctuation rules are paramount.
- A passion for building customer relationships and delivering exception service

experiences at every touchpoint.
- Professional and confident with a great telephone manner.
- Sharp attention to detail with a systematic and logical approach to work.
- Highly motivated with a disciplined approach to problem solving.
- Someone who enjoys getting real satisfaction from their job and giving their full effort.

**WHAT WE OFFER**
- Join a diverse working environment of people who we learn from every day.
- The chance to train and develop your skills in a fun and fast working environment.
- Compet