Customer Service Advisor

Liberty; Greater London; On-site; GBP 22,000 - 26,000; Full time

Job summary

Liberty London is seeking a Customer Service Advisor to be the first point of contact across online channels. You will handle customer queries with impeccable communication, remaining calm and collected to deliver exceptional service.

In this role you will represent a high-end luxury brand, supporting online and in-store experiences, while upholding brand standards and delivering timely, accurate information in a fast-paced environment.

Qualifications

• Customer service experience in retail, hospitality or travel.
• Excellent verbal, written and interpersonal communication.
• Ability to stay calm and professional under pressure.
• Experience with handling confidential information.

Responsibilities

• Reply to customer queries promptly and professionally across channels.
• Aim for first-time resolution or face-to-face solutions where possible.
• Provide accurate, consistent information to customers and follow up within SLAs.
• Escalate complaints when required in line with company guidelines.

Skills

Customer service

Communication skills

Interpersonal skills

Calm under pressure

Zendesk

AX Dynamics

POS

Tools

Zendesk

AX Dynamics

POS

Job description

Role Overview:

The clue’s in the name, this role is all about service. As a Customer Service Advisor, you will be the first point of call across our online channels. Impeccable communication skills are essential, along with having the ability to effectively deal with customer queries in a cool, calm and collected manner. If ‘dedicated’, ‘diligent’ and ‘decisive’ describe you down to a T, then Customer Services may just be the perfect place for you.

Key Responsibilities:

• Replies to customer queries articulately, professionally and in a timely manner both in person and online.
• Aims to provide an outcome with first-time response or face to face solution.
• Provides consistent, accurate and helpful information to customers.
• Ensures customer follow-up is completed within department SLAs and as necessary escalates complaints.

Standards:

• Answers queries using accurate and appropriate language in all physical, verbal and written communications.
• Completes processes efficiently and correctly, specifically transactions on POS or in AX Dynamics and when completing tasks in Zendesk.
• Maintains high standards of organisation and compliance for all working areas, both front and back of house.
• Personal grooming and dress-code adheres to company guidelines.

Service Excellence:

• Liberty London ambassador for Customer Service to always ensure exceptional quality of experience, whether in face or online.
• Delivers outstanding impressions to develop lasting relationships with customers.
• Proactively improves personal knowledge of Online and Flagship services, promotions, marketing and event activity.
• Awareness of latest trends, competitor activity and best practice customer service.

About You:

• Customer Service professional within retail, hospitality or travel.
• Excellent verbal, aural and written communication skills.
• Professional and friendly interpersonal skills.
• Trusted to work with confidential and sensitive information.
• Previous experience working for a high-end luxury brand.
• Organised with proven ability to work to deadlines.
• Able to remain calm under pressure and at times handle challenging conversations.

Key Performance Indicators (KPI’s):

• Call answer rate and customer wait times.
• Resolution of queries within SLA.
• CSAT ratings.
• Timely completion of tasks.
• Accuracy of stock & order holdings.
• Quality Assurance Scores.

Liberty is proud to be an equal opportunities employer and opposes all forms of unlawful discrimination. We are committed to creating an environment where people from all backgrounds can thrive – bringing their unique perspectives, skills, and experience to everything we do.

We are dedicated to eliminating both conscious and unconscious bias from our practices. Our approach is grounded in respect, fairness, and consistency, ensuring that no one is treated less favourably based on gender, race, age, disability, sexual orientation, religion or belief, or any other protected characteristic.