Customer Service Advisor

The Company:         We are a founder-led and owned British heritage leather goods and accessories brand. Born 45 years ago we have been designers, manufacturers, wholesalers and retailers, and like our products, we hope we get better with age! Our new creative and operational home is based in our converted stables in beautiful Hertfordshire parkland. Needless to say, we don’t stand still - watch this space or better still join us and make your mark.The role:                      Reporting to our Customer Services Supervisor, you will be responsible for delivering exceptional customer service over the phone and by email, ensuring our customers receive a great shopping experience that befits our luxury brand. Where:                        Based at our Head Office in Great Gaddesden and our Distribution Centre in Hemel Hempstead as and when required. (office-based role)When:                          Monday - Friday 37.5 hours per week Your character and skills will include: An ability to communicate with customers easily and effectively, with strong negotiation skills.A love of dealing with people and keen to always deliver high levels of customer service whilst seizing sales opportunities.Enthusiastic and passionate about the brand; confident in sharing our story with customers.Highly organised with an ability to prioritise.Flexible attitude with an ability to implement solutions and cope well under pressure.Excellent written and verbal communication.Previous experience of Customer Services systems such as Zendesk and Netsuite is preferable but not essential.Computer literate with good knowledge of excel; basic knowledge of Photoshop would be an advantage.Responsibilities will include:Customer Service:Assist with all customer queries including order enquiries, faulty goods, returns, complaints, product information and personal shopping via phones, emails (Zendesk) and live chat.Resolve all queries quickly, efficiently with a satisfactory result for the customer within company standards.Ensure customer feedback is promptly communicated to the appropriate channels within the business.Provide support and comprehensive product information to customers representing our luxury brand. Build relationships with customers, assist them with making purchasing decisions and provide them with the service expected from a luxury brand.Look for cross-selling opportunities to increase individual purchase value and overall sales.Always identify opportunities to enhance the customer experience and turn any dissatisfied customers into happy customers.Web & mail order fulfilment: Using your product knowledge and sales skills to introduce appropriate products to customers and confidently take their orders over the phone.Check payments and orders to ensure any fraudulent activity is dealt with appropriately to protect company from any losses.Produce/complete daily report of CS departmental statistics.Occasional liaison with other marketplace accounts regarding deliveries eg Next, Debenhams.Liaise with other teams regarding any trends or customer feedback on products. Manage all customer queries regarding returns, refunds, exchanges and replacements and liaise with the Returns teamEnsure customer returns are converted into an exchange wherever possible.Other duties:Provide support to other departments as required, including the Marketing Web team with loading products on the website and the Distribution Centre during peak times.