Customer Relations Executive (Ecommerce)

About Us:

Proudly Scottish at heart, but with a keen international outlook, Strathberry creates unique luxury pieces, handcrafted in Spain using only the very finest quality leathers and finishes. Known for its instantly recognisable bar closure and minimalist design aesthetic, Strathberry’s elegant lines and exceptional attention to detail have led to a global following.

The brand is stocked in over 33 retailers worldwide, with flagship stores in London and Edinburgh. With new investment in place to accelerate the next phase of expansion, there has never been a better time to join this dynamic business.

About the role:

As a Customer Relations Executive at Strathberry, you will be responsible for ensuring exceptional customer service is delivered to our customers through all channels of communication. The ideal candidate will have excellent communication skills, impeccable attention to detail, strong problem solving and administration skills.

Please note: this role will be fully office-based, working alongside the rest of the Customer Relations Team, at our Head Office in Edinburgh city centre.

Your key responsibilities will include, but are not limited to:

• Engage with customers in an inviting, friendly, and professional manner to deliver exceptional experiences to nurture lasting relationships.
• Handling phone calls, emails, live chat, and social media enquiries with customers on issues which may include, orders, deliveries, cancellations, returns, fraudulent transactions, providing product information and dealing with customer complaints.
• Liaising and communicating with our warehouse and retail stores to resolve any order discrepancies.
• Liaising with delivery companies to investigate delivery/return issues, including international customs clearance.
• Dealing with any quality and repair processes and managing reporting.
• Keeping up to date with product knowledge and attend training sessions to continually develop brand knowledge to be able to provide product information to our customer.

Ideal candidate:

• A minimum of 1 year’s experience in an online customer service-related role.
• Exceptional people skills and confidence when dealing with customers, both on the telephone and in person, if required.
• Excellent written and verbal communication skills organised and methodical with a keen attention to detail.
• Ability to remain calm under pressure and manage difficult conversations and queries.
• Willingness to “go the extra mile” to deliver the best possible customer experience.
• Understanding the importance of promoting and reflecting the image of a luxury brand.
• Self-motivation with a ‘can do’ attitude, able to stay on top of all queries whilst willing to support colleagues in other teams if required.
• A good level of numeracy and the ability to produce and maintain accurate records.

This is an entry-level role, so a great opportunity for someone new into their Customer Service/Relations career, or someone looking to make a career move into Customer Service/Relations.