At a Glance
- Tasks: Engage with customers through various channels and resolve their queries.
- Company: Luxury brand known for exceptional customer service.
- Benefits: Flexible shifts, training opportunities, and a supportive team environment.
- Other info: Based in Piccadilly Head Office with opportunities for growth.
- Why this job: Join a dynamic team and enhance customer experiences in a luxury setting.
- Qualifications: 1 year of luxury customer service experience and strong communication skills.
The predicted salary is between 25000 - 30000 £ per year.
Reporting to the Customer Service supervisors and management team, our Customer Service Advisors should have a strong understanding of luxury customer service and be able to problem solve and engage with all of our customers through all routes of communication. This will result in improved customer loyalty and improve the overall customer experience.
Handling inbound and outbound customer contact to ensure we support customers in resolving their queries and strive to deliver exceptional service. Ability to multi-task using various channels of communication - phone, email, webchat, WhatsApp, Apple Business Chat, Facebook, Twitter and Instagram. Record accurate customer contact information and apply clear reporting in order to allow the business to continue to improve the service provided. Ensure all assigned contacts are handled within the specified SLAs against each channel of communication.
Working alongside the Customer Service Management team to provide customer feedback and continue to improve our customer service. Being aware of opportunities to upsell, cross-sell and build rapport with our customers to improve on the overall customer experience. Work within a team to ensure all customer feedback is managed and resolved within expected KPI's.
Support on tasks such as Customer Returns, Courier reports, Open orders and other admin. Attend training sessions to continue to develop your knowledge of the brand and products, and use this to support sales when working with our customers. Prepare feedback specifically around seasonal events in a timely manner.
Once fully trained, support new starters and seasonal recruits in the team and lead by example in delivering customer service. Working with other areas of the business to share feedback and manage events or customer orders which required additional attention. Flexibility in shift work as we are open 7 days a week including bank holidays, with early and late shifts.
Requirements:
- 1 year luxury customer service or similar experience in a customer facing role
- Be self-motivated with a proactive attitude to work
- You will thrive under pressure, possess meticulous attention to detail
- Have the ability to prioritise and manage your own workload in order to meet deadlines
- Problem solver with clear focus on customer issue resolution
- Be a people-centric character
- Be a clear communicator on both written and verbal contact
- Microsoft Office
This role is based in our Piccadilly Head Office 5 days per week.
Customer Services Advisor in City of Westminster employer: Fortnum & Mason
As a Customer Services Advisor at our Piccadilly Head Office, you will be part of a dynamic team that values luxury customer service and fosters a collaborative work culture. We offer comprehensive training and development opportunities to enhance your skills, alongside a flexible working environment that accommodates various shifts throughout the week. Join us to not only elevate customer experiences but also to grow your career in a supportive and engaging atmosphere.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Advisor in City of Westminster
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Fortnum & Mason. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Fortnum & Mason before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Services Advisor in City of Westminster
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Fortnum & Mason:Your cover letter is your chance to shine! Tell us why you want to work at Fortnum & Mason specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Fortnum & Mason!
How to prepare for a job interview at Fortnum & Mason
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
