Customer Care Advisor

LuxDeco is looking for an enthusiastic Customer Care Advisor to join our growing Customer Experience team. As a Customer Care Advisor, you will act as the first point of contact for resolving customer enquiries from our global customer base. You will be pivotal in ensuring we have a reputation for delivering world class customer service, and ensuring our customers want to shop with us again, and again.

Role Responsibilities

• Deliver a luxury service experience to our global customer base by exceeding customer expectation at every touch point, every time.
• Diligently manage and log all customer orders and queries across all channels; phone, email, live chat and social media in a timely, organised and professional manner.
• Achieve all personal KPIs across workload and quality.
• Generate sales by responding to all product enquiries in an on-brand and sales focused manner to contribute to the departmental revenue target.
• Handle client requests for samples and use as a tool to drive conversion
• Raise quotes and invoices as well as assisting customers placing orders online or over the phone processing payments.
• Turn around all escalated cases by being empathic and finding an efficient & effective resolution to the customer’s issue and giving compensation.
• Follow all company policies and processes and ensure correct use of all systems when resolving customer enquiries.
• Assist in customer returns and refunds requests where needed with the aim of turning customer returns into an exchange.
• Take full ownership of your cases and follow through to resolution.
• Participate in and implement all customer service trainings to maintain an up to date knowledge of all brands, products, processes, policies, services and systems.
• Support the Customer Experience Management in other special tasks when required.

ABOUT YOU

Essential:

• You are a self-starter who is passionate about the customer, the service and their experience.
• You thrive in a fast paced and varied working environment.
• Impeccable written and verbal communication skills; You have a polite and engaging telephone manner, and are competent talking to High Net Worth (HNW) individuals over the phone.
• Your attention to detail is flawless, ensuring any written communication has the correct grammar, spelling & punctuation.
• You are digitally savvy, and are able to master new systems quickly.

Desirable:

• Experience in the luxury industry.
• Fluency in more than one language.
• Knowledge of Mac systems.

WORKING AT LUXDECO

By joining us, you are becoming part of a team; a small team, but with big ambitions, and we want to empower you to do great things with us. Below are some of our benefits, alongside other important role details, to help you decide whether this role could be right for you:

Your location: During your first three months (training period) you will be based from our flexible office space full time. Upon successful completion of the training period, the role is based three days per week from our flexible office space in London. For the remaining two days, you can work from anywhere that allows you to do your best work.

Your hours: 36 hours, Monday - Friday, 09:00 - 18:00, with every other Friday off!

Your holidays: You'll start with 24 days holiday, plus bank holidays, but this will increase in line with your length of service.

Your lifestyle/your home: We offer up to 35% discount on luxury interior products from LuxDeco.com

Your financial wellbeing:

• The salary for this position is £12.27 per hour + commission
• We pay 8% pension contributions on your qualifying earnings, giving you more security for your future.

Your health and wellbeing:

• We offer all our employees access to Healthshield, a health cash plan, covering you for dental check-ups, physiotherapy, counselling and much more.
• We have a critical illness cover that helps protect you if you become critically ill.