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Customer Service Associate Head Office

Low Profile Fashions
Job LocationLondon
EducationNot Mentioned
SalarySalary negotiable
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Finery is a British womenswear fashion label, which products are available for purchase online and via selected offline stockists. Its approach is to offer smaller collections for women that are moderately priced, well-styled, and versatile.We are currently recruiting high calibre Customer Service Associate [full-time 40 hrs] to join our Head Office team. Immediate start is preferred.The main responsibilities of this role will be to act as an ambassador for the brand protecting the brand’s integrity by delivering excellent standards of service across the business with all internal and external customer queries.Main duties will include

  • Delivering first class customer experience by responding to customer requests and queries promptly and professionally.
  • Working closely with other teams across the company to solve problems and ensure the best possible outcome.
  • Take ownership of ensuring all defined SLA’s and KPI’s for the Customer Service department are met
  • Coordinating our customer support responses over a number of platforms including Zendesk, Social Media and by phone.
  • To implement refunds and work closely with warehouse and accounting teams to ensure they are managed effectively, accurately and on time
  • Developing expertise across all of our products enabling you to provide best in class service, first time resolution, cross selling and up selling products.
  • Launch new products online ready to go live in advance of stock arriving and ensure this is accurate with all content, imagery and pricing.
  • Responsible for minimising fraud by regularly evaluating fraud rules and taking ownership of investigating whether or not to release orders.
  • Take ownership of how to improve customer service for the business for the future so that we are inline or better than best practice.
  • Work with the internal and external partners especially the warehouse to improve customer queries such WIMO, Returns and Nil Picks.
  • Provide additional support to other members of the team such as Merchandising, Marketing Wholesale and Accountancy.
  • E-commerce administrative duties
    • Key Skills & Qualities
  • Microsoft Office, particularly MS Word, outlook and Excel
  • Preferred experience in CMS systems (Zendesk) but not essential
  • Previous customer service experience either face to face or over the telephone including successful resolution of escalated complaints
  • Able to handle objections tactfully and diffuse tense situations
  • Calm with ability to handle pressure and multi task
  • Ability to prioritise numerous live issues at any one time
  • Strong written and verbal communication skills
  • Flexible and adaptable in approach
    • Additionally, you must have excellent communication skills coupled with an organised and proactive approach. In return you will be offered a chance to join a thriving business and supportive team, with excellent salary and incentive package.We offer a diverse working environment where our colleagues are valued and respected, competitive pay and opportunities for career growth within a strong and dynamic business. We are an Equal Opportunities employer.

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