CUSTOMER CARE ADVISOR

THE ROLE

We need an outgoing, positive Customer Service/Sales professional, with a passion for fashion, to be part of our small Customer Service Team and help deliver an excellent customer experience via email, telephone and face to face; as well as liaising with our Stores, our Warehouse and delivery companies.

CORE RESPONSIBILITIES

  • Process customer’s orders from start to finish by telephone, email and online system
  • Managing customer returns and refunds, including dispute resolution
  • Act as first point of contact for customer queries regarding our product range
  • Provide customers with technical assistance if they are unfamiliar/unsure of online shopping
  • Providing support to store teams and the wider business as and when required
  • Liaising with our Warehouse on a daily basis, to ensure our customers have the best delivery experience possible
  • Liaising with our delivery companies, including escalation of issues and making suggestions as to what other services Sahara could offer to our customers to improve the Delivery & Returns process
  • Liaising with internal departments
  • General office administration

SKILLS, BEHAVIOUR & EXPERIENCE

  • Online/Store retail experience
  • Positive attitude and real passion for helping people
  • Solid customer service experience within fashion retail
  • Professional and friendly telephone manner, and the ability to adapt to the needs of our varied customer base
  • Ability to handle a high volume of telephone calls staying calm and efficient
  • Experience using a ticketing email system preferred (e.g. Zendesk)
  • Excellent organisational skills, with the ability to prioritise own workload
  • Outstanding verbal and written communication skills, with the ability to communicate effectively with people at all levels
  • Building excellent rapport with customers
  • Computer literacy is a must; experience with Office (Excel, Outlook, Word, etc) needed, plus a confidence to use new software/programmes
  • High end/luxury brand experience preferred
  • Experience using customer service and online ordering software
  • Ability to improve customer journey through feedback on the site (testing and development)
  • Live chat experience, including establishing the functionality on a website
  • Understanding the essentials relating to customer privacy (GDPR)

WORKING HOURS:

Monday to Friday; 10:00 – 18:00pm plus potential Saturday work as both our team and opening hours are likely to expand over the coming months.

WHAT WE OFFER:

A competitive salary, a generous holiday allowance, access to exclusive perks and discounts via Perkbox, a generous staff discount, a creative, friendly working environment in a beautiful office space filled with natural daylight, complimentary yoga classes plus media/creative evening networking talks and events as part of Interchange LABS, Camden Community; plus all the good stuff like fruit, great coffee and Prosecco every Friday!