Sales and Customer Care Consultant

5 days ago

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

Sales and Customer Care Consultant - Live Chat

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 Sales and Customer Care Consultant - Live Chat 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, shifts from 7am-7pm with 1 full weekend every 3 or 4 weeks (Sale or non-Sale time), we also have set shifts for example Tue-Sat or Sun-Thu.

Department Size:
Reporting into: Assistant Sales and Customer Care Manager

Direct reports:
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:

- Ensure that an excellent customer experience is given to every customer, every time.
Take a proactive approach, anticipating and preventing any barriers to a totally seamless customer experience, by going above and beyond.
- Assist customers with all lines of enquiry which will include; product queries, returns, delivery, registration, payments and more.
- Be committed to meeting KPI’s including sales, quality and productivity targets; playing a key role in helping the department to achieve its overall goals.
- Work with your colleagues across Customer Care and internal departments to continuously strive to improve service and knowledge

The type of person we are looking for:

- Previous experience in live chat within a contact center environment or customer service role (retail and hospitality)
- Excellent written and verbal communication skills
- Excellent keyboard and written skills with precise grammar and spelling
- Confident and proactive approach
- Excellent eye for detail and good organizational skills
- The ability to work in a team
- Flexibility to work shifts - This will include weekends and during busy periods there may be an expectation to work additional shifts.

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