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LuxDeco is seeking a highly motivated and customer-oriented individual to join our luxury e-commerce interiors business as a Customer Service Advisor. As Customer Service Advisor, you will be responsible for providing exceptional customer service, resolving customer inquiries and complaints, and maintaining a high-level of customer satisfaction. This is a remote position that requires the ability to work independently in a fast-paced environment. You'll have excellent communication and problem-solving skills, a high degree of empathy, and a passion for delivering outstanding customer service.

Only candidates that have the right to work in the U.K. (do not need Company sponsorship) will be considered

ABOUT YOU

• Aesthete: Your attention to detail is flawless, ensuring any written communication has the correct grammar, spelling & punctuation.
• Customer-obsessed: You are a self-starter who is passionate about the customer, the service and their experience.
• Entrepreneur: You thrive in a fast paced and varied working environment and are adept at problem solving for customers with high expectations.
• Data-driven: You can prioritise your time and tasks in an organised manner often leveraging data to maximise your productivity and efficiency.
• Kind: You have a polite and engaging telephone manner, and are competent talking to High Net Worth (HNW) individuals over the phone.

Good to have:

• Experience in the luxury industry.
• Fluency in more than one language.
• Knowledge of Mac systems.

WORKING AT LUXDECO

By joining us, you are becoming part of a team; a small team, but with big ambitions, and we want to empower you to do great things with us. Below are some of our benefits, alongside other important role details, to help you decide whether this role could be right for you.

Your location: Remote, U.K. - Only candidates that have the right to work in the U.K. (do not need Company sponsorship) will be considered

Your hours: Monday - Friday, 09:00 - 18:00.

Your holidays: You'll start with 24 days holiday, plus bank holidays, but this will increase in line with your length of service.

Your financial wellbeing:

• We pay 8% pension contributions on your qualifying earnings, giving you more security for your future.
• £23,000 per annum.

Your home: We offer up to 35% discount on luxury interior products from LuxDeco.com

Your health and wellbeing:

• We offer all our employees access to Healthshield, a health cash plan, covering you for dental check-ups, physiotherapy, counselling and much more.
• We have a critical illness cover that helps protect you if you become critically ill.

ROLE RESPONSIBILITIES

• Responsible for delivering a luxury service experience to our global customer base by exceeding customer expectations at every touch point every time.
• Diligently manage and log all customer queries across all channels; phone, email, live chat and social media in a timely, organised and professional manner.
• Develop trusted advisor relationships with key accounts.
• Proactive outreach to key accounts offering further assistance or updates on ongoing orders.
• Build and maintain a loyal customer base, and retain customer loyalty by providing an impeccable personalised service.
• Proactive outreach to new high value customers offering further support while promoting our ID and E-Design service to maintain high NPS & contribute to Company growth.
• Collaborate with the E-Design team to identify and grow sales opportunities
• Work as part of a team to meet department and company objectives
• Responsible for achieving personal KPIs across workload and quality
• Take full ownership of your cases and follow through to resolution
• Turn around all escalated cases by being empathic and finding an efficient & effective resolution to the customer’s issue.
• Assist in customer returns and refunds requests where needed with the aim of turning customer returns into an exchange.
• Follow all company policies and processes and ensure correct use of all systems when resolving customer enquiries.
• Participate in and implement all company and customer service trainings to maintain an up to date knowledge of all brands, products, processes, policies, services and systems.
• Identify and share opportunities for process and service improvements.
Support the customer service managers in other special tasks when required.