Customer Service Specialist

CUSTOMER SERVICES SPECIALIST

BASIC INFORMATION

Department Ecommerce

Reporting to Senior Customer Service Manager

Location Head Office

Hours Full time

ROLE OVERVIEW

Anya Hindmarch is known for luxury, organisation-obsessed accessories, ground-breaking work in sustainability and playful experiential retail concepts. Creativity, modern craftsmanship and personalisation sit at the heart of everything Anya Hindmarch does and our Customer Service team plays an integral part in this. The Customer Service Specialist will be passionate about delivering a personalised world-class service through expert product knowledge and a genuine desire to cultivate lasting customer relationships.

The role is based in our head office in Battersea, Monday – Fridays.

KEY DUTIES AND RESPONSIBILITIES

• To positively represent the Anya Hindmarch brand in all instances.
• Supporting customers with a concierge service via multiple channels, including email, telephone, live chat and social media. Assisting with pre and post purchase needs, such as providing product knowledge, deliveries returns, and repairs.
• Taking ownership of each customer journey, anticipating needs and persevering to resolve cases through personalised solutions.
• Excite and encourage customers to fall in love with our distinctly British products and personality while cultivating relationships that enhance brand loyalty.
• Completing a range of administrative and back-office tasks to ensure a smooth customer journey. Including, but not limited to, returns, replacements, cancellations.
• Assisting with online bookings and events taking place at our ever-changing concept store.
• Processing and overseeing Bespoke orders throughout the production process, informing and delighting customers throughout their personalisation journey.
• Play a key role in achieving SLAs in line with company policies and departmental ways of working.
• Act as first point of contact for customer complaints, ensuring these are passed to the Senior Customer Services Manager where appropriate and in a timely manner.
• Use initiative to suggest better ways of working including process improvements.
• Working closely with the Digital team on key projects and tasks.
• Sharing customer feedback with the wider business, specifically relating to product, transactional communications and web content.
• Support the implementation of new technologies and the streamlining of processes to gain efficiencies.
• Able to excel in Key Performance Indicators including quality assurance, data accuracy and customer satisfaction.
• Carry out tasks as directed by the Senior Customer Services Manager within agreed timescales and quality.
• Provide general support including additional duties as and when necessary.

KEY SKILLS

• Exceptional people skills and confidence when dealing with customers.
• Highly proficient in spoken and written English.
• Previous experience in customer service roles preferred.
• A high level of numeracy and the ability to produce and maintain accurate records.
• Organised, able to multitask, prioritise and problem solve.
• Understanding of the importance of promoting and reflecting the image of a luxury brand.
• Empathetic listening skills.
• Self-motivated with a positive ‘can do’ attitude.
• Ability to learn new systems quickly.
• Experience with the following systems preferred: SAP, Zendesk.

EQUAL OPPORTUNITIES

Anya Hindmarch is an equal opportunities employer and positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. If you need reasonable adjustments at any point in the application or interview process, please let us know.

Thank you for your interest in Anya Hindmarch. Unfortunately, due to the volume of interest in the role we cannot get back to every applicant, however we will be in touch by email if your application is selected beyond initial screening.

Thank you and best wishes,

The People Team