Official Specifications
Role Overview & Mandate
Executive Summary
Our global Operations team make it possible for us to offer worldwide shipping to more than 180 countries, including same-day delivery to...
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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 centres and 11 Customer Care centres who work with in 11 different languages and are available 24/7, 365 days a year.
Operations are now seeking a talented Customer Care Relations Consultant to join the Customer Care team. Some of the essentials for you to know are:
Location: Our Charlton office in London - this role is hybrid
Hours: 37.5 hours per week with weekend rotation (1 in 3 during peak, 1 in 4 outside peak)
Department Size: 70 (Approx.)
Reporting into: Customer Care Assistant Manager
Besides a competitive salary, we can offer you:
- Performance bonus schemes dependant on the type of role you are in
- Our famous staff discount along with exclusive staff sales
- 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
- 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 delivered 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 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
- Take ownership of case resolution, exceed targets and drive productivity
- Demonstrate an understanding of Customer Care's role as an advocate of the voice of our customer to the wider business, providing feedback on issues & opportunities to drive improvements in the customer journey
- Assist customers with all lines of enquiry which will include product queries, returns, delivery, registration, payments and more.
- Manage difficult customers with professionalism
- Handle Luxury EIP and TON VIP email contacts, ensuring we achieve the first response time 1 hour SLA at all times, with a strong focus on first contact resolution to drive high EIP and VIP customer satisfaction
- Be committed to meeting KPIs including average first response time, quality and productivity targets; playing a key role in helping the department to achieve its overall goals
- Resolve complaints and escalations as appropriate, including feeding back learnings to your senior and manager
- Handle GDPR cases, ensuring all are resolved within SLAs
- Maintain and promote a high level of service awareness at all times, playing a key role in improving CSAT, NPS & Trustpilot ratings for Customer Care interactions
- 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:
- Excellent communication skills, with the ability and confidence to resolve complex customer issues, delivering a positive outcome for both the Customer and the business
- A reliable and consistent approach to the role, and a strong team player
- A positive approach to change and a strong sense of resilience
- A flexible attitude and can take initiative without prompting
- An excellent eye for detail and good organizational skills
- Experience with Microsoft suite
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.
Experience Level: Entry level
Workplace Type: Hybrid
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