Customer Service Representative (B2B) Hybrid Remote London, England
Job description
We have an exciting opportunity to join the LuxDeco Pro team as B2B Customer Service Representative. 37% of our customer base are Trade Professionals, serviced exclusively by LuxDeco Pro, which gives this team the unique opportunity to interact with some of the world's top Interior Designers and Design Firms. In your role as Account Support Representative, you will act as the first point of contact for resolving post-sale enquiries from our LuxDeco Pro customers. You will be pivotal in ensuring we have a reputation for delivering world class post-sale service and ensuring our clients want to shop with us again, and again.
ROLE RESPONSIBILITIES
- Deliver a luxury service experience to our global customer base by exceeding customer expectations at every touch point, every time
- Diligently manage all customer orders and queries across all channels (phone, email, WhatsApp) in a timely, organised and professional manner
- Support Account Managers with full visibility on their accounts post-sale status to ensure that the best client relationships are maintained at all times
- Achieve all personal KPIs across workload and quality
- Turn around all escalated cases by being empathic and finding an efficient & effective resolution to the customer’s issue and giving compensation
- Follow all company policies and processes and ensure correct use of all systems when resolving customer enquiries
- Assist in customer returns and refunds requests where needed with the aim of turning customer returns into an exchange
- Take full ownership of your cases and follow through to resolution
- Participate in and implement all customer care trainings to maintain an up to date knowledge of all brands, processes, policies, services and systems
- Support the Head of Customer Experience and the VP Sales and Partnerships in other special tasks when required
ABOUT YOU
Values
- 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.
Skills
- Digitally savvy, and able to master new systems quickly
- Background and/or passion for the luxury and interiors industries
- Fluency in more than one language (desirable)
- Knowledge of Mac systems and Zendesk (or similar)
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: During your first six weeks (training period) you will be based from our flexible office space full time. Upon successful completion of the training period, the role is based two days per week from our flexible office space in London. For the remaining three days, you can work from anywhere that allows you to do your best work
Your hours: 40 hours, Monday - Friday, 09:00 - 18:00 (some weekend / bank holiday work may be required)
Your holidays: We offer 24 days holiday, plus bank holidays, which increases to 30 days, plus bank holidays, in line with length of service
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 Health Shield, 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
Your financial wellbeing:
- OTE £26,500
- We pay 8% pension contributions on your qualifying earnings, giving you more security for your future
