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Customer Service Advisor

Function of role:

To effectively deliver a high level of customer service to all external customers

Department:

Customer Service & Distribution

Reporting to:

Customer Service & Web Fulfilment Manager

Location:

Head Office, Dudley Street, Luton

Working hours:

37.5 hours Monday – Friday (as necessitates the role – 8.00am – 6.00pm)

Education requirements:

Min GCSE or equivalent in Maths and English (grade C or above)

Experience required:

Ideally previous knowledge of luxury brands and products

Strong retail sales or customer services background

Core skills:

Excellent customer service skills

Highly organised with a sense of urgency

Drive to succeed and motivated to achieve goals

Strong verbal and written communication

Attention to detail

Good sales focus to drive sales forward

Positive/’can-do’ attitude

Flexible and adaptable to change

MAIN DUTIES & RESPONSIBLITIES TO INCLUDE BUT NOT TO BE CONFINED TO:

Web and Mail Order Fulfilment

• Collating of all web orders placed

• Checking payments and orders to ensure any fraudulent activity is dealt with appropriately to protect company from loss

• Despatch of all orders within company time frame of 3-5 working days (most are sent same or next day)

• Taking payment or mail orders over the phone

• Monitoring and maintaining stock levels including stock replenishment

• Weekly reporting of sales, unit movement and YOY comparison

• Liaison with web team to ensure that trends/customer comments/buying trends fed back into future planning

• Managing live chat as necessary

• Managing the web warehouse

Customer Service

• As the first point of contact for customers (telephone or email), responsibility for providing them with a superb shopping experience

• Assist with all customer queries from order enquiries, faulty goods, returns, complaints, info and personal shopping

• Resolving all queries via telephone or email, in appropriate time frame to a satisfactory result for customer and company

• Ensure customer feedback is communicated to the appropriate channels within the business

Returns

• Web and mail order returns

• Administration of customer returns, refunds, exchange or replacement

• Collating information and reporting monthly figures

• Ensuring customer returns are turned back into an exchange where possible

Packing and Distribution

• Collate pick lists and pick products for orders

• Quality check products for packing

• Pack orders, ensuring products are packed to high standards

• Maintaining/tidying stock areas and packing work stations

• Replenishing packaging supplies to packing work stations

Adhoc duties

• Assist in providing reception services; answering calls, emails, greeting guests

• Other ad hoc duties as required

To apply send your CV and covering letter to recruitment@ospreylondon.com