We require fluency in speaking and writing English and one or more of the following : Chinese Japanese Korean You will : Be the first point of contact, you will consistently deliver an exceptional customer experience Address customer enquiries through a number of channels including phone, email, chat and social, working within brand guidelines Work proactively to efficiently resolve customer queries, identifying appropriate solutions accurately and positively, whilst anticipating future needs of the customer Confidently sell through service in offering styling advice to meet customer needs and effective questioning through positive engagement Act as the customer advocate within the business, escalating issues and providing customer feedback to the relevant commercial and operational teams Answer a wide variety of customer enquiries including;
product enquiries, styling advice, returns or repairs, pricing questions, order delivery timescales and conveying a solution focused message to the customer at all times Liaise with internal departments such as operational and commercial teams to expedite issues that are raised by the customer Achieve and exceed productivity, KPI’s and sales targets without comprising the delivery of exceptional customer service You Have : A customer centric approach in all your work Demonstrable experience in providing exceptional customer service Worked in a customer care environment, preferably in the luxury retail sector A sales driven approach Background in ecommerce (preferably) Great commercial judgement and critical thinking A flexible attitude and are a keen problem solver Knowledge and enthusiasm for fashion Passion and desire to work proactively, offering an exceptional experience A high level of maturity, poise and finesse to work with luxury and exceptionally demanding clients Self-motivation, high energy level, with passion to take ownership, accountability and initiative in exceeding business, team and individual goals Ability to learn quickly and absorb extensive information on our brands and product offerings Technical agility in learning and using multiple applications and systems;
ability to multi-task on a daily basis between systems Excellent written and verbal communication skills; including attention to detail and use of excellent spelling and grammar as well as the ability to build relationships with customers Flexibility and are available to work during hours of operation, including weekends and during busy periods there is an expectation to work additional shifts Ability to speak and write in native level English Good dose of common sense Hours : Shifts include working hours between 7.
00am and 11.00pm - Seven days a week. Net-A-Perks Here are just a few of the amazing perks you will receive as an employee at the YOOX NET-A-PORTER Group : Our famous Staff discount Exclusive staff sales Season ticket loan or cycle to work scheme Matched contribution pension Multi-purpose insurance Eye-care vouchers