Customer Care Operations Consultant

2 weeks ago

Charlton, United Kingdom YOOX NET-A-PORTER GROUP Full time

Customer Care Operations Consultant

Our global Operations team make it possible for us to offer worldwide shipping to more than 180 countries, including same-day delivery to New York, London and Milan, while providing a seamless shopping experience across mobile, tablet and desktop, with easy returns.

We have 9 distributions centers and 11 Customer Care centers who work with in 11 different languages and are available 24/7, 365 days a year.

Operations are now seeking a talented Customer Care Operations Consultant to join the Customer Care team. Some of the essentials for you to know are:
Location: Our DC1 office in Charlton, London with some remote working at present

Hours: 37.5 hours per week, 8am-4:30pm, with weekend rotation

Team Size: 10 approx

Reporting into: Customer Care Operations Manager

Besides a competitive salary, we can offer you:

- Performance bonus schemes dependent on the type of role you are in
- A pension that both you and the company contribute too
- A portal with an array of discounts on things like theme park and cinema tickets
- Our famous staff discount along with exclusive staff sales
- Private healthcare for you and your family
- Flexible working
- A chance to be part of a fun and caring team that support each other

Here is a breakdown of what you’ll be doing:

- Work within our operational team to assist with a wide range of order fulfilment and returns tasks
- Help us drive impactful changes that will improve customer and staff experience through enhancements to processes, tools, and SLA’s
- Take a proactive approach, anticipating and preventing any barriers to a totally seamless customer experience
- Work closely with a host of internal teams to improve service and knowledge
- Build valuable inter-departmental relationships
- Go above and beyond on every customer interaction- Take full ownership of cases, following them from start to finish in delivering a resolution for the customer
- Work independently and be focused on meeting KPI’s including quality and productivity targets; playing a key role in helping the team and the department to achieve its overall goals
- Want to play a key role in a high performing team, who are fully committed to maintaining a strong operation, ensuring the pre-dispatch and returns customer journey is as smooth as possible
- Opportunity to learn more about the payments structure for each brand and work with payment tasks in the long term

The type of person we are looking for:

- Excellent written and verbal communication skills that allow you to communicate efficiently with customers, your team, and your peers
- A flair for operations and can understand processes easily
- Flexibility to adapt to changes in a fast-paced environment.- A confident and proactive approach to wanting to drive impactful changes - Great attention to detail and good organizational skills
- The ability to self-motivate and work independently, as well as play a key part in a team

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