Customer Care Assistant

Arsenault; Glasgow; On-site; GBP 21,000 - 27,000; Full time

Job summary

ARSENAULT is seeking a proactive Customer Care professional to deliver a personal luxury shopping experience. You will handle phone and email inquiries, resolve issues promptly, and build warm, lasting relationships with clients across the world.

Your everyday work will reflect our commitment to exceptional service and attention to detail. In a fast-paced, collaborative team, you will partner with colleagues and brand partners to understand needs, manage expectations, and ensure orders are

Qualifications

• Experience in fast-paced customer-facing environments.
• Fluent English written and spoken.
• Ability to work flexible shift patterns including evenings, weekends and holidays.

Responsibilities

• Handle phone and email inquiries from customers.
• Resolve issues promptly to ensure a smooth customer journey.
• Build and maintain positive relationships with clients across the globe.

Skills

Problem solving

Resilience

Customer service

Teamwork

Fluent English

Tools

Microsoft Office

Job description

MORE ABOUT US

At ARSENAULT we are on a mission to offer the most personal luxury shopping experience in the world. We are renowned and respected for the relationships we build with clients and our brand partnerships. To achieve our ambition, we capitalize on our unique combination of technical savviness and global innovation mixed with curated content.

We bring together a modern edit of over 700 established and new generation designers. Founded over 30 years ago as a brick and mortar store, we transitioned online in 2012. In 2017, APAX Partners acquired a majority stake in ARSENAULT, fuelling our expansion. We now ship to 176 countries, have over 70 million site visits and 95% of our sales are online with the majority of sales made internationally.

We lead the way, moving our industry forward, and we are always looking for talented individuals to come in and inspire the world with us.

OUR COMMITMENT TO DIVERSITY AND INCLUSION

Diversity and Inclusion is a priority for ARSENAULT - we delight customers around the world and so it's important that our team represents our customers.

We want to attract the very best talent and create an inclusive environment that celebrates the diversity of our people and enables them to do the best work of their careers. We recognise the world is not a perfect place and that bias exists, which is why we take a focused approach in this area and are committed to ensuring that all our people processes are equitable.

We are an equal opportunity employer. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status or disability status.

THE ROLE

Do you enjoy solving problems and have experience thinking and acting at a speed? Are you driven by the idea of providing a smooth and memorable customer experience?

You probably know how this story goes...

A customer calls. Her name is Alison, she is calling from New York about an issue with her ARSENAULT order. In her previous experience with other brands these phone calls are time‑consuming and unhelpful so she is already preparing herself for an irritating conversation. Except that Customer Care means something different at ARSENAULT and it's YOU that picked up her call. You are curious and keen to find out how you can help her, and you have the expertise to solve her problem (expertise which we help you refine with our comprehensive training as well as learning & development opportunities). You are polite and proactive; in the end she lowers her guard and opens up. Her order is something she needs for an event that may change her career. Whilst you find out what has happened with her order you realise you share a common interest in art galleries and travel, she suggests her favourite rooftop bar for you to visit if you are ever in New York. In the meantime, you have solved the problem. She is so grateful; you made her day! You wish her luck and close the call.

And just like that you have shown her that luxury at ARSENAULT is more than the content of the parcel she will receive soon (thanks to you!). It is in the expertise, generosity of spirit and in the connection created by its people.

Everyday our Customer Care team connect and support our customers via phone and email, working collaboratively across the business and team to solve problems, making the right decisions and taking accountability for every single customers ARSENAULT journey. As our business grows so does our team. We are looking for people like you to come and help us create these experiences for each one of our customer every day.

If you have experience in fast paced customer facing environments, are eager to learn and in search of an opportunity to distinguish yourself for your outstanding customer care talent in a leading luxury shopping destination you have come to the right place.

Requirements:

You’ll know you fit in if you...

• Love to solve a problem and take responsibility
• Are resilient with the tenacity to not give up until the problem is solved
• Have experience fast paced customer facing environments
• Enjoy getting stuck in and working with your team and with business partners to find the right solution
• Have fluent English both written and spoken
• Know your way around Microsoft Office
• Are able to work flexible shift patterns including evenings, weekends and bank holidays
• Are keen to learn more about the luxury fashion industry and the exciting brands that we stock on ARSENAULT