WHAT YOU WILL DO
* Act as a brand ambassador for the LuxExperience group ensuring an outstanding service and shopping experience to build lasting relationships with our customers
* Assist French and English speaking customers with their enquiries via phone, email and web messaging, always adhering to service levels
* Provide personalised, accurate responses to proactively anticipate and prevent future barriers for a seamless customer experience
* Adherence to processes and guidelines for consistent and efficient customer resolution, using order management systems and customer care tools to obtain information
* Maintain customer relationships, complete follow up as required to offer Customer Care support post-order
* Customer centric approach required; highlight negative customer impacts
* Convert product enquiries to orders whilst introducing additional product options for an enhanced customer experience
* Collaborate professionally with internal colleagues and departments
* Attend training sessions to expand your Customer Care knowledge, always representing Customer Care and LuxExperience with the utmost professionalism
* Escalate potential complaints to your manager for support and efficient resolution
WHO YOU ARE
* Previous experience in customer facing luxury sales and service, ideally in a contact centre environment
* Native level proficiency in English and French (written and spoken), additional fluency in French, German or Spanish is a plus
* Excellent communication skills, capable of building rapport with customers
* Takes initiative, able to handle complex customer issues and adhere to customer data regulations
* Proficient with Microsoft Office, displays strong computer and keyboard skills
* Professional, well organized and a good team player – flexible, reliable and consistent
* Must demonstrate an appreciation and understanding of the importance of customer care as a function within the business
* Excellent attention to detail, articulate with good spelling and grammar
WHAT WE OFFER
* Up to 32 days of holiday, depending on the length of service, starting with 28 days
* Mobile office with up to 20% of your total contracted hours (job and position permitting)
* Language & e-learning courses
* Staff discount of up to 30%
* Family-friendly policies
* Discounted membership for selected sports platforms & gyms
* Access to LinkedIn Learning
* Individual support on mental health & well-being
* Social Day
* Employee Share Purchase Plan