Customer Care Consultant German For Net-A-Porter Based in London

MYTHERESA; Greater London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A luxury retail company based in London is looking for a Customer Care Consultant to provide exceptional service to customers. The ideal candidate will possess a native level of English and German, with a background in luxury sales or service. Responsibilities include acting as a brand ambassador, assisting customers through various channels, and maintaining excellent customer relationships. This position offers the opportunity to be part of a supportive team with additional benefits including performance bonuses and healthcare.

Benefits

Performance bonus schemes

Company pension contribution

Discount portal

Staff discount and sales

Private healthcare

Supportive team environment

Qualifications

• Previous experience in a contact centre environment is preferred.
• Ability to handle complex customer issues effectively.
• Strong attention to detail with good spelling and grammar.

Responsibilities

• Act as a brand ambassador for the LuxExperience group.
• Provide personalised and accurate responses to customers.
• Convert product enquiries to orders to enhance customer experience.

Skills

Customer facing luxury sales experience

Native English proficiency

Native German proficiency

Excellent communication skills

Strong computer skills

Tools

Microsoft Office

Job description

To support our Net-a-Porter Customer Care team we are searching for Customer Care Consultant to be based in our London office.

WHAT YOU WILL DO

• Act as a brand ambassador for the LuxExperience group ensuring an outstanding service and shopping experience to build lasting relationships with our customers
• Assist German and English speaking customers with their enquiries via phone, email and web messaging, 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-orderCustomer centric approach required; highlight negative customer impacts
• Convert product enquiries to orders whilst introducing additional product options for an enhanced customer experience
• Collaborate professionally with internal colleagues and departments
• 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

WHO YOU ARE

• Previous experience in customer facing luxury sales and service, ideally in a contact centre environment
• Native level proficiency in English and German (written and spoken), additional fluency in French, Italian or Spanish 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

WHAT WE OFFER

• Performance 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
• A chance to be part of a fun and caring team that support each other