To support our Net-a-Porter Customer Care team we are searching for Customer Care Consultant French 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-order
- Customer 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 to
- 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
