Customer Service Advisor

An exciting and unique opportunity has arisen for a Customer Service Executive to work for a luxury jewellery and accessory retailer and wholesaler in South West London.

The ideal candidate will have a passion for fashion, be self-motivated, promoting the Brand and working with wholesale, retail and Ecommerce. Experience with a luxury brand is a must, as are excellent communication skills across departments.

• Act as brand ambassador through the provision of all aftersales Customer Services
• Consistently delivers an excellent customer experience by phone, email, live chat and any other channel of communication to support the building of the brand
• Communicating effectively with retail shops for any customer repairs
• Acting as go-to-person for clarification of all Customer Services guidelines and policies
• Supporting the review and implementation of current and future Customer Service rules and policies
• Quality control of returns; unpacking, checking and organising incoming deliveries
• Accurate processing of Credit Notes and liaising with required Head Office department
• Continuous and effective communication with other departments to stay up-to-date and prioritise internal and external customer needs
• Handles all complaints effectively, using required procedure and professional customer communication
• Processes website returns in a timely manner and liaises with web-site team as required
• Engages with the Graphic team on projects and as required

Essential Skills and Experience:

• At least 2 years’ experience customer service representative for a luxury brand
• Excellent working knowledge of MS Office, particularly Outlook and Excel
• Fluent in English to mother tongue standard
• Working independently with strong communication skills at all levels
• Evidence of successful initiatives that lead to improved internal systems and sales performance
• Ability to multi task, work under pressure and prioritise varied workload
• Ability to identify problems, demonstrate use of initiative and implement appropriate solutions
• Deadline orientated
• Creative and resourceful thinker with hands-on approach
• Commercial mind-set with good numeracy skill
• Flexible attitude and willingness to do overtime during seasonal peak periods, and positive approach to change