Customer Care Operations Consultant Charlton, Gloucestershire, South West England, England
YOOX NET-A-PORTER GROUP
Full Time
Charlton, Gloucestershire, South West England, England
20793 - 22731 GBP ANNUAL Today
Job description
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 centres and 11 Customer Care centres 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 our Customer Care Operations team. You will be working across NET-A-PORTER, MR PORTER and THE OUTNET to ensure timely processing of orders and returns, delivering outstanding service to customers with your strong experience and understanding of our systems and processes. Some of the essentials for you to know are:
Location: Our Charlton office in London - this role is hybrid working 2 days remotely and 3 in the office
Hours: 37.5 hours per week, 8am-4:30pm, with weekend rotation
Department Size: 10 (Approx.)
Reporting into: Customer Care Operations Manager
Besides a competitive salary, we can offer you:
- Performance bonus schemes dependant on the type of role you are in
- Our famous staff discount along with exclusive staff sales
- 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
- 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
- Be a subject matter expert within Customer Care on the order fulfilment and the returns process
- 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. You can understand changes effortlessly when delivered through various channels, e.g. training presentations, Morning Edits or via email
- 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
YOOX NET-A-PORTER GROUP is an equal opportunities employer, we encourage people with a diverse range of backgrounds to apply. We recognize and celebrate the benefits that diversity brings to our workplace, our business and our customers. We welcome and will consider all applications regardless of race and nationality, religion, color, sex, pregnancy or related medical conditions, parental status, sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any other legally protected characteristics.
If you require any reasonable adjustments to complete your application, please do not hesitate to advise us accordingly.
Experience Level: Entry level
Workplace Type: Hybrid
YOOX NET-A-PORTER GROUP
www.ynap.com
Milan, Italy
Geoffroy Lefebvre
Unknown / Non-Applicable
1001 to 5000 Employees
Company - Public
Internet & Web Services
2000
