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For Companies At a Glance
- Tasks: Engage with customers via email, phone, and social media to provide top-notch support.
- Company: Join Emilia Wickstead, a fast-growing luxury fashion brand known for its exceptional service.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and learning.
- Why this job: Be part of a team that values customer experience and fosters brand loyalty.
- Qualifications: Strong communication skills and a passion for customer service are essential.
- Other info: Flexible working between Head Office and Sloane Street store; must have UK work rights.
The predicted salary is between 28800 - 43200 £ per year.
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.
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 for 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.
Customer Care Executive (London) employer: Emilia Wickstead
Contact Detail:
Emilia Wickstead Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Executive (London)
✨Tip Number 1
Familiarise yourself with Emilia Wickstead's product range and brand ethos. Understanding the luxury fashion market and being able to speak confidently about their offerings will set you apart during interviews.
✨Tip Number 2
Practice your communication skills, especially in handling customer queries. Role-play scenarios where you respond to various customer concerns can help you articulate your thoughts clearly and effectively.
✨Tip Number 3
Showcase your organisational skills by preparing examples of how you've managed multiple tasks or projects simultaneously. This will demonstrate your ability to handle the administrative side of the role efficiently.
✨Tip Number 4
Network with current or former employees of Emilia Wickstead on platforms like LinkedIn. Gaining insights from their experiences can provide you with valuable information that may help you during the interview process.
We think you need these skills to ace Customer Care Executive (London)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your customer service experience and any relevant skills, such as communication and organisation. Use specific examples that demonstrate your ability to provide exceptional customer care.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and the luxury fashion industry. Mention why you are interested in the role at Emilia Wickstead and how your skills align with their requirements.
Showcase Your Communication Skills: Since excellent verbal and written communication is crucial for this role, ensure your application is free from errors and clearly conveys your thoughts. Consider including examples of how you've successfully communicated with customers in the past.
Highlight Relevant Experience: If you have experience with logistics or using platforms like Shopify, be sure to mention it. This will show that you understand the administrative side of the role and can handle the responsibilities effectively.
How to prepare for a job interview at Emilia Wickstead
✨Showcase Your Communication Skills
As a Customer Care Executive, excellent verbal and written communication is key. Prepare to demonstrate your ability to engage with customers effectively. You might want to practice answering common customer queries or even role-play scenarios to show how you would handle different situations.
✨Demonstrate Product Knowledge
Familiarise yourself with Emilia Wickstead's product offerings before the interview. Being able to discuss specific products and their features will show your enthusiasm for the brand and your readiness to advocate for it. Consider preparing a few questions about the products to ask during the interview.
✨Highlight Your Organisational Skills
The role requires a methodical approach to managing customer queries and administrative tasks. Be ready to share examples from your past experiences where you successfully organised tasks or managed multiple priorities. This will illustrate your ability to thrive in a fast-paced environment.
✨Emphasise Your Customer Service Passion
Express your dedication to providing exceptional customer experiences. Share stories that highlight your commitment to customer service, especially in challenging situations. This will help convey your proactive attitude and willingness to go the extra mile for customers.
