Online Customer Service Coordinator (Retail - Soho Home & Cowshed) London, England
Job description
Who We Are…
We are a collection of members' clubs, restaurants, hotels and cinemas, catering to those in the film, media, fashion and creative industries. The company has unique ventures throughout the UK, USA, Canada, Europe and Asia, with new openings planned globally. Soho House is a space for its diverse membership and teams to connect, grow, have fun and make an impact.
Job Title: Online Customer Service Coordinator (Retail - Soho Home & Cowshed))
Department: Soho Support Team
Location: Strand, London
Hours: 40 hours per week (5 shifts across a 7-day period)
Salary: £12ph
The Role…
We are looking for an experienced, committed and personable eCommerce Customer Care Agent to join our Soho Support Team.
Responsibilities…
- To effectively handle all incoming calls and email enquiries for Soho House Retail (Soho Home, Soho Skin & Cowshed), converting enquiries to sales by displaying excellent product knowledge.
- Processing orders, deliveries and returns for Soho House Retail.
- Liaising with internal and external departments in order to respond effectively to any customer enquiry.
- The resolution of customer issues and complaints, including consistent follow up and escalation where necessary.
- Provide excellent product knowledge by maintaining a keen interest and understanding of all product lines.
- Customer focused, taking pride in delighting our clients by using creative and resourceful resolutions.
- To learn and exhibit an understanding of the wider business and ensure all aspects of the Soho House ethos are always adhered to.
- Adhering to set KPIs both team wide and personal.
Desired Skills…
- An excellent communicator through telephone and email
- Proven ability to successfully handle high volumes of calls/emails
- The ability to confidently communicate in both spoken and written English
- Previous experience with ecommerce systems (Magento/D3R) is preferred, however full training will be provided to the successful candidate
- Previous experience of working with call centre solutions and email ticketing systems
- Previous experience of working with Salesforce
- An understanding of retail ecommerce along with operations and logistics
- Previous experience of working with high profile/VIP guests
- Excellent time management skills with the ability to prioritise tasks and meet deadlines
- A team player who enjoys a challenge
- Adaptable and willing to go the extra mile for members and customers
- Confident to manage your own time and workload
- Good attention to detail and administration skills
- Sufficient knowledge of Microsoft Office
- Problem solving skills and the ability to manage complaints efficiently
General…
- Ensure the highest level of personal appearance at all times
- Ensure that you are on time for work
- Adhere to the company procedures for sickness and absence
- Be fully aware of the fire and bomb procedures
- Identify and report hazards and maintenance requirements in the workplace
- Any reasonable requests from Senior Management / Directors
Health and Safety…
- Ensure that all potential and real hazards are reported immediately and rectified.
- Be fully conversant with all departmental Fire, Emergency and BOMB procedures.
- Emergency procedures are rehearsed quarterly with attendance records, implemented and enforced to provide for the security and safety of guests and employees.
- Ensure the safety of the persons and the property of all within the premises, by strict adherence to existing laws, statues and applicable ordinances, and by anticipating possible and probable hazards and conditions and either correcting them or pre-planning a defence against them.
- Stimulate and encourage a general awareness of Health and Safety in relation to all tasks and activities undertaken in the department.
Note
This document reflects the job content at time of writing and will be subject to periodic change in the light of changing operational and environmental requirements. Such changes will be discussed with the jobholder and the job description amended accordingly.
Only those eligible to work in the UK or have a valid UK work permit/visa will be considered for the above position.
Opportunities for all…
Soho House was created to bring diverse communities of people together, and we take the same approach when building our teams. We thrive on differences and believe it is critical to our success as a global company. Soho House is proud to be an equal opportunity workplace that seeks to recruit, develop and retain the most talented people from a variety of backgrounds, perspectives, and skills. We therefore encourage applications from all genders, races, religions, ages and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.
