Customer Service Manager

2 months ago

London UK, UK, United Kingdom Harper Full time

About Harper

The Harper mission is to keep personal service at the heart of the fashion shopping experience both online and in store. Cited as ‘the future of shopping’ Harper partners with the best luxury and premium fashion brands to deliver the ultimate final-mile experience to their clients Harper provides the convenience of an on-demand delivery and return service wit the best in-store experience, a service that clients love, in the comfort of their home, office or hotel


The Role

Harper provides an effortless and personal premium at-home shopping experience, acting as brand ambassadors for our partners.


We Deliver a world class experience to customers, giving advice and recommendations ensuring they are happy with their purchase choices and extracting the maximum experience from their chosen brand.


We are looking to expand our team with a customer service representative who can provide unrivaled support and guidance for any customer who needs assistance. The ideal candidate will also work closely with our contemporary luxury brand partners, ensuring any issues are identified, resolved and working practices improved . We are looking for individuals who live for fashion, thrive on delivering customer happiness and enjoy the challenge and flexibility of a young company.


Responsibilities;

  • Accountable for delivering exceptional above and beyond customer service via various channels.
  • Responsible for handling customer inquiries and complaints in a timely and professional manner, ensuring a swift resolution with a positive customer outcome.
  • Manage customers and the department by processing orders, customer returns and tracking deliveries where required.
  • Develop and improve customer service policies, procedures and standards, enhancing customer experience.
  • Monitor and analyse customer service metrics and KPIs to identify trends, issues and areas for improvement, reporting these on a regular basis.
  • Responsible for reducing fraud risk and ensuring payments for services are completed
  • Build relationships and collaborate with all Harper departments to streamline processes and improve efficiency.
  • Foster a positive and collaborative work environment, promoting teamwork, communication and employee development
  • Build relationships with our brand partners, offering assistance and advice effectively
  • Liaise with our warehouse team on a daily basis for updates on customer queries and assist where and when required.
  • Work in partnership with our third-party delivery and brand partners providing updates on orders.
  • Stay up to date with our product and that of our brand partners to ensure the correct information and assistance is delivered consistently
  • Implement initiatives to enhance customer retention and loyalty, driving business growth


Requirements;

  • Proven experience in a customer service representative or managerial role.
  • Strong leadership and interpersonal skills with the ability to motivate and lead others.
  • Solid understanding of customer service principles, practices and strategies
  • Excellent communication skills both written and verbal, with the ability to interact effectively with clients and colleagues at all levels
  • Ability to Multitask, prioritise and manage time effectively
  • Proficiency in CRM software and other relevant tools and technologies
  • Confident, approachable with a warm personality with the ability to our customers at ease
  • Presentation and storytelling skill with proficiency in Microsoft or G-suite tools
  • Demonstrate excellent time management skills
  • Flexibility to adapt to changing priorities and business needs
  • Ability to prioritize situations delivering the best outcome for all
  • High personal appearance standards
  • Knowledge or payment processing services is a plus


Why Join Harper?

We're at an exciting phase of our growth at Harper. For many, this stage is the perfect time to join and shape the future of our company. We've got a service both customers and partners love. We're well-backed having an array of incredible investors. We've got a brilliant team and a strong culture. Yet we're early enough for you to be an early employee with responsibility, autonomy and influence.

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