Customer Service Representative Executive (London Based)

THE ROLEReporting to the Head of Ecommerce, you will gain excellent experience servicing luxury online customers. With a previous online customer service experience within the luxury industry, you will contribute to the growth of the organisation across all lines of business, through customer engagement and expert product and service knowledge. We're looking for candidates with call centre or e-commerce experience to come in and really get started! This is great opportunity for someone looking to further their career within a high-growth environment.WHAT YOU'LL DOYou will assist customers with order enquiries through several channels (chat, email and telephone)You will coordinate and filter all customer queries, and direct them to the right channel when needed (wholesale, retail or private clients)You will provide product and service information to customersYou will work with the Operations teams to resolve any order discrepanciesTrack all online orders, both outgoing and returning, to ensure they are delivered in a timely manner, and working with relevant teams to any resolve delays that may ariseYou will manage all customer services returns and exchange requests in a timely manner and always offering a luxury experienceYou will manage the refunds process and action these on a regular intervalYou will be reporting back on weekly return rates, product issues, bestsellers, issue with shipping and any customer feedback on the customer journey onlineCreate return labels, when neededCreate discount codes when needed upon approvalCoordinate any stock adjustment with the warehouse/ Operations teamYou will manage the After Sales process for both Retail and EcommerceLiaise with the warehouse team in case there are faulty/ damaged items WHO YOU AREYou have experience with at least 1 year working in customer service, in a luxury/fashion retail environmentYou have excellent communication skills, both verbal and writtenYou have the ability to work under pressure in a fast-paced environmentYou are passionate about fashion and understand fashion brandsYou are a proficient user of customer service IT systems and shipping services (Shopify, Zedonk, Zendesk, UPS, DHL, Mintsoft a plus)