An exciting opportunity has arisen to join the Customer Services team at our friendly Head Office in Battersea. We are looking for candidates who are passionate about delivering exceptional, personal customer service and who have a genuine desire to solve customers issues and build strong relationships. Starting in June, full training will be given in this satisfying, busy role.

What you’ll be responsible for

Handling customer queries about orders, deliveries, cancellations, returns, repairs and potentially fraudulent transactions.
Providing information and dealing with customer complaints via multiple channels including email, live chat and telephone.
Taking ownership of each customer journey, anticipating needs and persevering to resolve cases through personalised solutions.
Exciting and encouraging customers to fall in love with our distinctly British products and personality while cultivating relationships that enhance brand loyalty.
Playing a key role in achieving SLAs in line with company policies and departmental ways of working.
Acting as first point of contact for customer complaints, ensuring these are passed to the Customer Service Manager where appropriate, in an organised and timely manner, so they can be resolved within the agreed SLAs.
Using initiative to suggest better ways of working including process improvements.
To action all returns with the appropriate method or procedure.

What you’ll need

Previous experience in a customer service team.
Zendesk experience is preferred but not required.
Exceptional people skills and confidence when dealing with customers.
High proficiency in spoken and written English.
A high level of numeracy and the ability to produce and maintain accurate records.
To be organised, able to multitask, prioritise and problem solve.
Understanding of the importance of promoting and reflecting the image of a luxury brand.
Empathetic listening skills.
Self-motivated with a ‘can do’ attitude.
Ability to learn new systems quickly.

Customer Service Assistant