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Salary This a fantastic opportunity to join an exciting internationally recognized retail clothing brand and to be at the core of our interactions with our customers.
SHIFT PATTERNS:
Monday to Sunday: Shift Duration: 7.5 hours per day 37.5 hours per week.
Operating hours: 07:00-20:00*
- Please note the above hours reflect start and end times, shifts will be scheduled within these times
- Hours are subject to change depending on business needs/seasonality and by markets.
- Anything outside of these hours will be communicated and confirmed in advance.
LOCATION:
Central London, Regent Street Office & some work from home – Hybrid Working with a minimum of 3 days per week in the office and 2 days working from home*.
- Please note the above office and working from home schedule are subject to change depending on business needs/seasonality and market requirements.
- Any training is to be attended on-site (Office) when scheduled, this is not considered as part of the 3 days in office per week.
RESPONSIBILITIES
- Provide a first-line response and be the point of contact for all customer queries.
- Own and drive resolution through our Voice (Phone), Email, and Chat channels with internal and external customers.
- Primarily responsible for covering all channels for your main assigned market, and supporting other markets when required.
- Respond to all inbound contacts adhering to set targets (daily, weekly, and monthly).
- Review and analyze contact drivers to fully understand our customer needs.
- Achieve top-quality Customer Satisfaction/Quality scores.
- Update all system notes at the end of the customer interaction ensuring they meet the customer service centre's required standards.
- Adhere to our complaint management processes and adopt a proactive approach to problem-solving to prevent escalations.
- Continuously review our FAQs and provide feedback to ensure accuracy when necessary.
- Provide translations and feedback to improve our standard responses.
- Demonstrate ‘Role Model’ behaviors by engaging and supporting your colleagues to create a respectful and positive working environment.
- Adopt a professional and friendly manner in all interactions with internal and external customers.
- Ensure compliance with all applicable regulations. This will include but is not limited to all GDPR guidelines.
- Provide support & assistance to your Line Manager with additional requested tasks.
LANGUAGE CAPABILITY
- Must have strong written communication skills in English and Polish to understand and respond to customer issues
- For a Bi-lingual role, C1 English level and C2 level in the native/additional language minimum required.
SKILLS AND ABILITIES
- Computer literate in all Microsoft packages (Outlook, Excel, PowerPoint)
- Organised, with a high sense of priority
- Comfortable working in a fast-paced environment
- Good levels of numeracy, accuracy, and attention to detail
- Strong work ethic, can work independently, and enjoys working as part of a team
- Passionate for our brand and customer service
- Excellent interpersonal skills and the ability to build and maintain strong relationships
- #LI-HYBRID
