NET-A-PORTER
Sales and Customer Care Consultant
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NET-A-PORTER is the leading luxury fashion destination for women. The first digital platform of its kind, NET-A-PORTER has revolutionised the way women shop, delivering fashion, fine jewelry & watches and lifestyle collections to the world’s most discerning women.
Today, NET-A-PORTER continues to own discovery, inspiration, exceptional curation, customer experience and engaging storytelling. NET-A-PORTER creates exclusive, personalised experiences for its EIPs (Extremely Important People), with dedicated Personal Shoppers and invitation-only moments. PORTER, the editorial voice of NET-A-PORTER, entertains and inspires women through daily content, and tells the stories of incredible women across the globe.
NET-A-PORTER is part of LuxExperience, the leading digital, multi-brand luxury group.
NET-A-PORTER Are Now Seeking a Talented Sales And Customer Care Consultant To Join The Team. Some Of The Essentials For You To Know Are
Location: Our DC1 office in Charlton
Department Size: 50
Reporting into: Customer Care Assistant Manager
Direct reports: N/A
Besides a Competitive Salary, We Can Offer You
- Bonus schemes dependant on the type of role you are in
- A pension that both you and the company contribute too
- A portal with an array of discounts on things like theme park and cinema tickets
- Our famous staff discount along with exclusive staff sales
- Private healthcare for you and your family
- Flexible working
- A chance to be part of a fun and caring team that support each other
Here is a breakdown of what you’ll be doing:
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- Act as a brand ambassador for the LuxExperience group ensuring an outstanding service and shopping experience to build lasting relationships with our customers
- Assist customers with their enquiries via phone, email and live chat, always adhering to service levels
- Provide personalised, accurate responses to proactively anticipate and prevent future barriers for a seamless customer experience
- Adherence to processes and guidelines for consistent and efficient customer resolution, using order management systems and customer care tools to obtain information
- Maintain customer relationships, complete follow up as required to offer Customer Care support post-order
- Customer centric and adaptable approach required; highlight negative customer impacts for future improvement
- Collaborate professionally with internal colleagues and departments
- Sales focused approach - convert opportunities relating to products to orders whilst introducing additional options for an enhanced customer experience
- Attend training sessions to expand your Customer Care knowledge, always representing Customer Care and LuxExperience with the utmost professionalism
- Escalate potential complaints to your manager for support and efficient resolution.
The Type Of Person We Are Looking For
- Previous experience in customer facing luxury sales and service, ideally in a contact centre environment
- Native level proficiency in English language (written and spoken), additional fluency in other languages is a plus
- Excellent communication skills, capable of building rapport with customers
- Takes initiative, able to handle complex customer issues and adhere to customer data regulations
- Proficient with Microsoft Office, displays strong computer and keyboard skills
- Professional, well organized and a good team player - flexible, reliable and consistent
- Must demonstrate an appreciation and understanding of the importance of customer care as a function within the business
- Excellent attention to detail, articulate with good spelling and grammar.
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From the moment you join the LuxExperience Group we are committed to making your journey with us inspirational and evolutionary. If you are passionate, committed and thrive in a collaborative and fast-paced environment, then please apply with a CV.
LuxExperience GROUP is an equal opportunities employer
We encourage people with a diverse range of backgrounds to apply. We recognize and celebrate the benefits that diversity brings to our workplace, our business and our customers. We welcome and will consider all applications regardless of race and nationality, religion, color, sex, pregnancy or related medical conditions, parental status, sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any other legally protected characteristics.
If you require any reasonable adjustments to complete your application, please do not hesitate to advise us accordingly.
Experience Level: Entry level
Workplace Type: Hybrid
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