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- Tasks: Be the go-to person for customer queries, both in-store and online.
- Company: Join Liberty London, a high-end luxury brand known for exceptional service.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and learning.
- Why this job: Perfect for those who thrive on helping others and love a fast-paced atmosphere.
- Qualifications: Previous customer service experience in retail or hospitality is a must.
- Other info: Weekend and evening shifts required; full-time role based in our flagship store.
The predicted salary is between 28800 - 43200 £ per year.
Purpose: This role is all about service. As a Customer Service Advisor, you will be the first point of call for many of our customers, whether in store or through one of our online customer service channels. Impeccable communication skills are essential, along with the ability to effectively deal with customer queries in a cool, calm and collected manner. If ‘dedicated’, ‘diligent’ and ‘decisive’ describe you, then Customer Services may just be the perfect place for you.
ROLE + RESPONSIBILITIES:
- Customer Focus: Replies to customer queries articulately, professionally and in a timely manner both in person and online. Aims to provide an outcome with first-time response or face-to-face solution. Provides consistent, accurate and helpful information to customers. Ensures customer follow-up is completed within department SLAs and escalates complaints as necessary.
- Standards: Answers queries using accurate and appropriate language in all physical, verbal and written communications. Completes processes efficiently and correctly, specifically transactions on POS or in AX Dynamics and when completing tasks in Zendesk. Maintains high standards of organisation and compliance for all working areas, both front and back of house. Personal grooming and dress-code adheres to company guidelines.
- Service Excellence: Liberty London ambassador for Customer Service to always ensure exceptional quality of experience, whether in person or online. Delivers outstanding impressions to develop lasting relationships with customers. Proactively improves personal knowledge of Online and Flagship services, promotions, marketing and event activity. Awareness of latest trends, competitor activity and best practice customer service.
COMPETENCIES:
- Customer focus
- Working with others
- Drive for excellence
- Role Specific Competencies
- Communication
- Planning and Organising
- Making things happen
PERSONAL QUALITIES + EXPERIENCE:
- Customer Service professional within retail, hospitality or travel
- Excellent verbal, aural and written communication skills
- Professional and friendly interpersonal skills
- Trusted to work with confidential and sensitive information
- Previous experience working for a high-end luxury brand
- Organised with proven ability to work to deadlines
- Able to remain calm under pressure and handle challenging conversations
Key Performance Indicators (KPI’s):
- Call answer rate and customer wait times
- Resolution of queries within SLA
- CSAT ratings
- Timely completion of tasks
- Accuracy of stock & order holdings
- Quality assurance Scores
Other: Department schedule is in line with store opening hours (Sunday – Saturday), therefore weekend and evening work will be required to support business needs. Location will be based full time in the Liberty store/offices. Role includes time spent working on computers and answering phone calls for which appropriate equipment is provided, as well as supporting the customers that are shopping in our Flagship store. Other duties include managing and supporting our Click and Collect service, Mail order service and Customer returns, as well as general enquiries from Customers. Duties may include an element of manual handling.
Customer Service Advisor employer: Liberty
Contact Detail:
Liberty Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor
✨Tip Number 1
Familiarise yourself with our brand and the luxury retail market. Understanding our products, services, and customer expectations will help you engage confidently during interviews and demonstrate your passion for the role.
✨Tip Number 2
Practice your communication skills by role-playing common customer service scenarios. This will prepare you to handle queries effectively and showcase your ability to remain calm under pressure, which is crucial for this position.
✨Tip Number 3
Research the latest trends in customer service and be ready to discuss them. Showing that you are proactive about improving your knowledge can set you apart from other candidates and align with our drive for excellence.
✨Tip Number 4
Be prepared to share examples of how you've successfully resolved customer issues in the past. Highlighting your experience in high-pressure situations will demonstrate your capability to meet our performance indicators.
We think you need these skills to ace Customer Service Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, especially in retail or hospitality. Use specific examples that demonstrate your communication skills and ability to handle customer queries effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service. Mention how your personal qualities align with the role's requirements, such as being dedicated, diligent, and decisive. Include examples of how you've provided exceptional service in previous roles.
Highlight Relevant Skills: In your application, emphasise your excellent verbal and written communication skills. Mention any experience with customer service platforms like Zendesk or POS systems, as well as your ability to remain calm under pressure.
Show Enthusiasm for the Brand: Demonstrate your knowledge of Liberty London and its values in your application. Mention any familiarity with their services, promotions, or customer service standards to show that you are genuinely interested in the role and the company.
How to prepare for a job interview at Liberty
✨Showcase Your Communication Skills
As a Customer Service Advisor, impeccable communication is key. During the interview, demonstrate your ability to articulate thoughts clearly and professionally. Practice answering common customer queries to show you can handle conversations with ease.
✨Emphasise Your Customer Focus
Highlight your dedication to customer service by sharing specific examples from your past experiences. Discuss how you've successfully resolved customer issues or improved their experience, showcasing your commitment to service excellence.
✨Demonstrate Calmness Under Pressure
Prepare for potential scenario-based questions where you might need to handle challenging situations. Show that you can remain composed and effective, even when faced with difficult customer interactions.
✨Research the Company and Its Services
Familiarise yourself with the company's offerings, promotions, and recent news. This knowledge will not only impress your interviewers but also allow you to answer questions more effectively and demonstrate your genuine interest in the role.
