Sales and Customer Care Consultant

Job Description 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. Our Customer Care team are now seeking a talented Customer Care Consultant to join the team based in our offices in Charlton (Near North Greenwich). Location: Our Charlton office in London. Hours: 37.5 hours per week with weekend rotation (1 in 3 during peak, 1 in 4 outside peak) Department Size: 25 Reporting into: Sales and Customer Care Assistant Manager Besides a competitive salary, we can offer you: Performance bonus schemes dependent on the type of role you are in 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 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 other Here is a breakdown of what you’ll be doing: Ensure outbound orders and customer returns are processed accurately and within the agreed SLAs Ensure exemplary levels of customer service are displayed at all times Take responsibility to improve product knowledge and advise customers on purchases Take every opportunity to up-sell and ‘accessorize outfits and perform against targets set by Premier management. Increase sales by being aware of current trends, styles and availability of products on NET-A-PORTER and MR PORTER websites Understand individual and team KPIs and strive to exceed target set for telephony quality, sales and productivity Liaise with other departments as necessary to meet customer demands Anticipate, identify and resolve problems that could delay the release or movement of shipments Utilize internal email management software to ensure correct categorization of customer queries and complaints Report to the Team Leader in the event of any customer query or complaint concerning the Premier Service Manage workload effectively The type of person we are looking for: Exceptional customer service skills and the ability to exceed expectations for a demanding customer base A genuine interest in fashion and current trends Ability to display clear and positive communication skills Ability to use own initiative and proven track record of having solved problems successfully Excellent time management skills and the ability to meet strict deadlines Proficient computer and analytical skills Flexible approach towards travel in instances where training or workshops may be provided at another site Self Confidence Ability to work under pressure in order to reach customer SLA’s ‘Customer First’ approach Excellent team working skills and individual work ethic 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 YOOX NET-A-PORTER is a leading online luxury and fashion retail business. Made up of four multi-brand online stores, NET-A-PORTER, MR PORTER, THE OUTNET and YOOX, we connect customers to the world’s most coveted brands, bringing them outstanding style and an impeccable service. In addition, YOOX NET-A-PORTER’s Online Flagship Stores support some of the world’s leading luxury brands in powering their own e-commerce destinations. With 4.5 million customers in 180 countries, YOOX NET-A-PORTER takes a localised approach to serving its clientele around the globe through its network of offices and operations across the US, Europe, APAC and joint ventures with Alibaba in China and Symphony Investments in the Middle East. Across all its operations sits YOOX NET A PORTER’s Infinity 2030 strategy, its long-term commitment to drive a more sustainable and circular fashion system. Leveraging more than 20 years of data and insights, YOOX NET-A-PORTER continues to embrace next generation technologies including AI, augmented reality and digital ID to evolve and enhance the customer journey. YOOX NET-A-PORTER is part of Richemont. Geoffroy Lefebvre is the CEO. Follow @YNAP: Instagram/LinkedIn/Twitter/YouTube For more information visit ynap.com