Mint Velvet
Customer Care Advisor
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Customer Care Advisor
Department: Customer Care
Employment Type: Full Time
Location: High Wycombe
Description
Mint Velvet began when founders Liz Houghton and Lisa Agar-Rea set out to create an unfailingly chic collection of contemporary, great quality staples and elevated fits that they felt were missing from their wardrobes. Feeling frustrated that they couldn’t find anything they wanted to wear, or the great customer service they craved, they started fusing relaxed comfort with glamorous yet wearable fashion trends. Relaxed Glamour was born.
As collaborative creatives, we take untold pride in our work, designing with heart and soul. We want to be a force for good and are committed to becoming a more circular and responsible business, from the fabrics we choose to our considered processes. We are an agile and growing business, and we work hard to create an environment which allows for growth and progression, balanced with the support and flexibility needed to meet the challenge of a high-performance culture.
Our leadership teams and founders sit amongst the teams and encourage a culture of balance and passion. MV is a very special place, and our values are anchored by three main pillars: people, planet, and community.
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Our Values:
- With Soul.
- Courage & Resilience.
- Passion & Drive.
- Entrepreneurial Spirit.
- Collaborative.
The Role
Our Customer Care Advisors play a key role in delivering our customer care objectives and ensuring the brand surpasses customer expectations. This is a fast-paced, varied role where you will communicate with customers across all channels including telephone, email, live chat & social media, to provide a unique and personal service.
The Role:
- Ensuring that a bespoke and personal service is provided to every customer to meet their needs
- Responding to customer queries within our agreed response time
- Handling customer queries across different platforms, including live chat, phone calls, email and social media
- Building relationships with customers and using initiative when dealing with queries
- Liaising with the warehouse team and couriers to resolve any order issues
- Working closely with stores and other head office departments
Please note: to accommodate our international customers, you will be required to work until 8pm on one or two evenings per week. Working hours will also include some Saturday and bank holiday cover.
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We are open to both remote and hybrid working.
What You'll Have
- 1 year’s proven experience working in a similar role (including live chat, phone calls and email), either office-based or remote
- You'll possess a genuine passion for customer care
- A confident and comfortable telephone manner, with the ability to demonstrate excellent communication skills (written & verbal)
- You are confident working in a fast-paced, multi-channel environment and able to demonstrate initiative
- Brilliant organisation and multi-tasking skills, whilst retaining a high attention to detail
- You consistently role model our Mint Velvet brand values
You'll Be Rewarded With
- Competitive starting salary and great career prospects in a fast paced and growing business
- 25 days holiday, plus bank holidays and a day off on your birthday
- Company-funded private health insurance and access to Smart Health
- Life assurance
- Discretionary bonus scheme
- 50% staff discount
- Bespoke induction support and ongoing development to help you thrive in your new role
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