Seasonal Customer Care Associate Remote
Job description
We are looking for passionate candidates who are just as Customer Obsessed as we are to support with our Summer Sale. This is a fixed term contract starting in mid-May until 8th July.
This role offers contracts of 32-40 hours per week and is fully remote, with training included within your first week.
What you’ll do
Customer Care / Customer Obsession
● Handle phone calls, webchat/whatsapp and emails. These are our core communication channels and we would expect you to use all of them to assist our customers.
● Respond to customers on social channels and review sites
● Handle questions to assist customers with both pre and purchase needs for example: orders, promotions, deliveries, returns and repairs.
● Be empowered to make the correct decisions for our customers to make sure they feel special at every opportunity.
● Be accountable for all of your actions and follow up on any promise given to the customer.
● Maintain the brand's reputation for excellent Customer Service, by acting as an ambassador.
Administration
● To liaise with parcel delivery providers both in the UK and internationally to follow up on any tracking questions or delivery issues
● Work on other delegated tasks when necessary and be prepared to assist anyone else within the company if help is asked for
● Proactively share feedback with your line manager to ensure we are keeping customer experience at the forefront of our minds
Key Responsibilities
● Achieve all SLA’s with Voice, Live Chat, Email, Social, Team Administration, Customer Reviews
● Comply with Data Protection Act and PCI Compliance Regulations at all times
● Offer flexibility during peak periods
● To use all Microsoft Office package and in house IT solutions
KPI’s
● To achieve your set targets in the following areas – Quality of Conversation (QA), Speed of Service, Data Accuracy
What you’ll bring
● You will be proactive in supporting a hardworking, friendly, open, fun and honest atmosphere.
To be successful at Monica Vinader...
● You are a doer
● You’re a team player
● You’re humble
● You are honest, straightforward and transparent
● You are a good teacher/mentor (approachable and accessible)
● You want to get your hands dirty
● You solve problems
● You are resilient
● You are flexible
● You are entrepreneurial, smart, and passionate
● If you don't know something, you say so. Then go figure it out quickly
● You love working in a creative environment
● You have a sense of humour
● You are an insatiable learner
Additional Requirements
Ability to document your authorisation to work in the United Kingdom.
Travel Requirements
Must be able to work in our office based in Acton, W3.
Our Aims and Values
Our mission is to be the leading accessible luxury brand, by delivering outstanding quality, design and customer service. We are:
Customer Obsessed
Our customers are at the core of everything we do.We will always deliver an outstanding and personal experience to them every time they interact with us, to ensure their ongoing support and loyalty.
Caring
We treat people with respect, as we would want to be treated. We are apolitical and assume good intentions in others. We are open and honest with each other while ensuring we take an empathetic and supportive approach.
Fast Paced
We are passionate about what we do, and we want to reach as many customers as fast as we can. We combine focus with pragmatism and flexibility so that we can move at pace in whichever direction we need to take.
Exceptional
We have a relentless desire to continually learn and improve to ensure our products and approach are exceptional. Our tenacity, high standards and attention to detail give us a competitive advantage.
Commercial
We focus hard on facts and approach things in a logical, rational and analytical way. We challenge each other to make sure we make decisions and take actions that create value for our business and our customers.
Monica Vinader as a global business makes the following inclusive culture pledge:
Our jewellery is for everyone and so is our community. Together, we will continue to implement sustainable changes to ensure that career opportunities and progression are open to all. We commit to celebrating the diverse voices of our employees, partners, and the customers we serve.
This job description is not intended to be an exhaustive list of duties to be performed by the employee. This job description may be altered to reflect the business needs of the company.
Job Type: Full-time
Contract length: 2 months
Salary: £10.90-£11.95 per hour
Benefits:
- Referral programme
Schedule:
- 8 hour shift
- Weekend availability
Work Location: Remote
Expected start date: 22/05/2023
