Customer Care Executive

We are recruiting for a Customer Care Executive/Administrator with excellent verbal and written communication skills to liaise with our external customers and provide them with a luxury customer care experience. You will need to be organised, methodical and accurate when dealing with the administrative and logistical side of the role.

The following information provides an overview of the skills, qualities, and qualifications needed for this role.

PURPOSE: Champion the Emilia Wickstead service offering, providing exceptional customer service; advocating the online experience.

Working alongside the E-commerce Manager to support our customers from the moment they arrive on the website, throughout the order process and beyond. We are looking for a proactive individual who is looking tfor a Customer Care role with a fast-growing luxury fashion brand.

CUSTOMER SERVICE

· Answer all incoming customer care queries in a timely and engaging manner via email, WhatsApp, phone and

Instagram

· Be responsible for LiveChat, effectively and efficiently managing visitor enquiries offering support across the

range of Emilia Wickstead products and services

· Ensure that customer requests are responded to and recorded in line with company guidelines and tone-of-

voice.

· Build and maintain online customer relationships offering a personal service that inspires brand loyalty

· Administrate and oversee internal stock movements across store and dispatch centres ensuring the orders

are processed within optimal timelines.

· Become an authority in Emilia Wickstead product offering; advising clients based on in-depth product

knowledge.

· Advocate for online clients ensuring that internal teams are accountable for their part in the customer

journey.

· Coordinate with internal teams regarding Made To Order and bespoke requests.

· Administrate and oversee the returns process ensuring refunds and stock processes are adhered to.

· Resolve customer issues in a timely and supportive manner

· Provide customer sales after-care, ensuring that customer feedback is recorded and acted upon so that we

continually improve the Emilia Wickstead customer journey.

· Report on customer issues and product feedback to the wider team.

· Be responsible for customer experience on marketplace platforms ensuring that orders are processed in a

timely manner in line with partner brand requirements.

· Liaise with warehouse and store regarding stock availability ensuring the orders are shipped within the

shipment deadlines

· Liaise with couriers to mitigate any potential delays or service disruptions

· Responsible for courier administration ensuring that customs and clearance requests are dealt with in line

with courier deadlines.

· Support with dispatch during peak periods

· Compile weekly customer feedback reports, flagging any issues

Requirements:

· Impeccable written and spoken English

· A passion for customer service and logistics

· An enthusiastic and positive attitude with the willingness to learn

· Dedication to offering exceptional customer experience

· Excel/Google Sheets skills preferable

· Basic experience using Shopify platform

· Flexibility to work from both our Head Office and store in Sloane Street

· Be an active and positive contributor to the team, always willing to represent the online trading team and be

prepared to go the extra mile.

Please only apply if you have the right to work without restriction in the UK.

Please specify salary expectations.

If you do not hear back from us within 2 weeks, unfortunately you will have not been shortlisted on this occasion.