Customer Care Relations Consultant London, England
Job description
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 Relations Consultant to join the Customer Care team. Some of the essentials for you to know are:
Location: Our Charlton office in London - this role is hybrid
Hours: 37.5 hours per week with weekend rotation (1 in 3 during peak, 1 in 4 outside peak)
Department Size: 70 (Approx.)
Reporting into: Customer Care Assistant 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:
- Ensure that an excellent customer experience is delivered to every customer, every time
- Be the first point of contact to resolve customer issues and complaints across multiple channels in a timely manner, communicating through email, phone and social media
- Take a proactive approach, anticipating and preventing any barriers to a totally seamless customer experience, by going above and beyond
- Take ownership of case resolution, exceed targets and drive productivity
- Demonstrate an understanding of Customer Care's role as an advocate of the voice of our customer to the wider business, providing feedback on issues & opportunities to drive improvements in the customer journey
- Assist customers with all lines of enquiry which will include product queries, returns, delivery, registration, payments and more.
- Manage difficult customers with professionalism
- Handle Luxury EIP and TON VIP email contacts, ensuring we achieve the first response time 1 hour SLA at all times, with a strong focus on first contact resolution to drive high EIP and VIP customer satisfaction
- Be committed to meeting KPIs including average first response time, quality and productivity targets; playing a key role in helping the department to achieve its overall goals
- Resolve complaints and escalations as appropriate, including feeding back learnings to your senior and manager
- Handle GDPR cases, ensuring all are resolved within SLAs
- Maintain and promote a high level of service awareness at all times, playing a key role in improving CSAT, NPS & Trustpilot ratings for Customer Care interactions
- 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:
- Excellent communication skills, with the ability and confidence to resolve complex customer issues, delivering a positive outcome for both the Customer and the business
- A reliable and consistent approach to the role, and a strong team player
- A positive approach to change and a strong sense of resilience
- A flexible attitude and can take initiative without prompting
- An excellent eye for detail and good organizational skills
- Experience with Microsoft suite
From the moment you join the YOOX NET-A-PORTER GROUP we are committed to making your journey with us inspirational and evolutionary. If you are passionate, committed and thrive in a collaborative and fast-paced environment, then please apply with a CV.
Job Types: Full-time, Permanent
Salary: £18,732.33-£64,990.36 per year
Benefits:
- Company pension
- Employee discount
- Life insurance
- Referral programme
- Store discount
- Work from home
Schedule:
- Day shift
- Weekend availability
Supplemental pay types:
- Commission pay
Work Location: Hybrid remote in London
