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

To Apply:

From the moment you walk through our doors and join the YOOX NET-A-PORTER team 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

Please note that by submitting your application, you are entering into a talent pool whereby we may not have an active role. Should your application be shortlisted, you may be invited to meet with us to discuss on a speculative basis.

YOOX NET-A-PORTER GROUP is an equal opportunities employer, if you require any reasonable adjustments to complete your application, please do not hesitate to advise us accordingly.

For further information: www.ynap.com | LinkedIn: YOOX NET-A-PORTER GROUP | Twitter: @YNAP