Sales and Customer Care Consultant - 12 MONTH FTC

YOOX NET-A-PORTER GROUP; London; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A leading online luxury retail company seeks a Sales and Customer Care Consultant for a 12-month FTC. The role involves providing top-notch customer support via live chat, email, and phone while contributing to the department's goals and ensuring a seamless shopping experience.

Benefits

Performance bonus schemes

Pension contributions

Discount portal for events and experiences

Staff discount and exclusive sales

Private healthcare

Flexible working

Qualifications

• Previous experience in live chat within a contact center or customer service role.
• Excellent written and verbal communication skills.
• Flexibility to work shifts including weekends.

Responsibilities

• Ensure excellent customer experience across multiple channels.
• Be the first point of contact for resolving customer issues.
• Assist customers with product queries, returns, and payments.

Skills

Communication

Customer Service

Problem Solving

Organization

Job description

Sales and Customer Care Consultant - 12 MONTH FTC page is loaded

Sales and Customer Care Consultant - 12 MONTH FTC

Apply locations Charlton, UK time type Full time posted on Posted Yesterday job requisition id R-16096

Sales and Customer Care Consultant

Our global Operations team make it possible for us to offer worldwide shipping to more than 180 countries, including same-day delivery to New York, London and Milan, while providing a seamless shopping experience across mobile, tablet and desktop, with easy returns.

We have 9 distributions centers and 11 Customer Care centers who work with in 11 different languages and are available 24/7, 365 days a year.

Operations are now seeking a talented Sales and Customer Care Consultant – Live Chat to join the Customer Care team. Some of the essentials for you to know are:

Location: Our DC1 office in Charlton, London with some remote working at present

Hours: 37.5 hours per week, shifts from 7am-7pm with 1 full weekend every 3 or 4 weeks (Sale or non-Sale time), we also have set shifts for example Tue-Sat or Sun-Thu.

Department Size:

Reporting into: Assistant Sales and Customer Care Manager

Direct reports:

Besides a competitive salary, we can offer you:

• Performance bonus schemes dependent 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:

• Ensure that an excellent customer experience is given to every customer, every time.
• Be the first point of contact to resolve customer issues and complaints across multiple channels in a timely manner, communicating through live chat, email, phone and social media.
• Take a proactive approach, anticipating and preventing any barriers to a totally seamless customer experience, by going above and beyond.
• Assist customers with all lines of enquiry which will include; product queries, returns, delivery, registration, payments and more.
• Be committed to meeting KPI’s including sales, quality and productivity targets; playing a key role in helping the department to achieve its overall goals.
• Work with your colleagues across Customer Care and internal departments to continuously strive to improve service and knowledge

The type of person we are looking for:

• Previous experience in live chat within a contact center environment or customer service role (retail and hospitality)
• Excellent written and verbal communication skills
• Excellent keyboard and written skills with precise grammar and spelling
• Confident and proactive approach
• Excellent eye for detail and good organizational skills
• The ability to work in a team
• Flexibility to work shifts - This will include weekends and during busy periods there may be an expectation to work additional shifts.

From the moment you join the YOOX NET-A-PORTER 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.

YOOX NET-A-PORTER 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.

YOOX NET-A-PORTER 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 levelWorkplace Type: Hybrid

About Us

YOOX NET-A-PORTER is a leading online luxury and fashion retail business. Made up of four multi-brand online stores, NET-A-PORTER, MR PORTER, THE OUTNET and YOOX, we connect customers to the world’s most coveted brands, bringing them outstanding style and an impeccable service. In addition, YOOX NET-A-PORTER’s Online Flagship Stores support some of the world’s leading luxury brands in powering their own e-commerce destinations.

With 4.5 million customers in 180 countries, YOOX NET-A-PORTER takes a localised approach to serving its clientele around the globe through its network of offices and operations across the US, Europe, APAC and joint ventures with Alibaba in China and Symphony Investments in the Middle East.

Across all its operations sits YOOX NET A PORTER’s Infinity 2030 strategy, its long-term commitment to drive a more sustainable and circular fashion system. Leveraging more than 20 years of data and insights, YOOX NET-A-PORTER continues to embrace next generation technologies including AI, augmented reality and digital ID to evolve and enhance the customer journey.

YOOX NET-A-PORTER is part of Richemont. Geoffroy Lefebvre is the CEO.

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