Customer Care Consultant German for Net-a-Porter based in London

To support our Net-a-Porter Customer Care team we are searching for Customer Care Consultant to be based in our London office.
What You Will Do

• Act as a brand ambassador for the LuxExperience group ensuring an outstanding service and shopping experience to build lasting relationships with our customers
• Assist German and English speaking customers with their enquiries via phone, email and web messaging, always adhering to service levels
• Provide personalised, accurate responses to proactively anticipate and prevent future barriers for a seamless customer experience
• Adherence to processes and guidelines for consistent and efficient customer resolution, using order management systems and customer care tools to obtain information
• Maintain customer relationships, complete follow up as required to offer Customer Care support post-order
• Customer centric approach required; highlight negative customer impacts
• Convert product enquiries to orders whilst introducing additional product options for an enhanced customer experience
• Collaborate professionally with internal colleagues and departments
• Attend training sessions to expand your Customer Care knowledge, always representing Customer Care and LuxExperience with the utmost professionalism
• Escalate potential complaints to your manager for support and efficient resolution

Who You Are

• Previous experience in customer facing luxury sales and service, ideally in a contact centre environment
• Native level proficiency in English and German (written and spoken), additional fluency in French, Italian or Spanish is a plus
• Excellent communication skills, capable of building rapport with customers
• Takes initiative, able to handle complex customer issues and adhere to customer data regulations
• Proficient with Microsoft Office, displays strong computer and keyboard skills
• Professional, well organized and a good team player – flexible, reliable and consistent
• Must demonstrate an appreciation and understanding of the importance of customer care as a function within the business
• Excellent attention to detail, articulate with good spelling and grammar

What We Offer

• Performance bonus schemes dependant on the type of role you are in
• A pension that both you and the company contribute too
• A portal with an array of discounts on things like theme park and cinema tickets
• Our famous staff discount along with exclusive staff sales
• Private healthcare for you and your family
• A chance to be part of a fun and caring team that support each other