At a Glance
- Tasks: Provide exceptional customer service and support in both German and English.
- Company: Join NET-A-PORTER, the ultimate luxury fashion destination for women.
- Benefits: Enjoy performance bonuses, staff discounts, private healthcare, and flexible working.
- Other info: Join a fun, caring team with opportunities for growth in a dynamic environment.
- Why this job: Be a brand ambassador and create unique experiences for our Extremely Important People.
- Qualifications: Experience in luxury sales, excellent communication skills, and a proactive attitude.
The predicted salary is between 36000 - 60000 € per year.
NET-A-PORTER is the ultimate luxury fashion destination for women. Since 2000, it has offered customers a curated assortment of fashion, fine watches, jewelry and home décor, from the world’s most coveted brands. NET-A-PORTER creates unique experiences for its EIPs (Extremely Important People) with dedicated Personal Shoppers and invitation-only benefits. Through content, it provides expert styling advice, engaging storytelling and profiles incredible women via editorial vertical, PORTER. NET SUSTAIN, its product curation of consciously crafted luxury, supports customers to shop with a focus on conscious consumerism. NET-A-PORTER is part of LuxExperience, the leading digital, multi-brand luxury group.
Location: Our DC1 office in Charlton, London
Department Size: 50
Reporting into: Assistant Manager
Benefits:
- Performance bonus schemes dependant on the type of role you are in
- A pension that both you and the company contribute to
- 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
- Flexible working
- A chance to be part of a fun and caring team that support each other
Responsibilities:
- Act as a brand ambassador for THE NET-A-PORTER GROUP ensuring an outstanding service and shopping experience are provided for our customers with every contact, in all forms of communication (current contact channels include; telephone, email, live chat and social media)
- Use German and English translation skills both written and verbal, to communicate with our customers on the phone, emails and live chat
- Take a proactive approach, anticipating and preventing any barriers to a totally seamless customer experience, by going above and beyond
- Actively promote excellence in customer service, leading by example, by being directly involved in and helping the consultants to
- Assist customers to register online and/or to process their orders and product enquiries
- Communicate promptly any information to customers about their orders
- Assist customers with any issues with regards to their returns or their orders via emails or by phone
- Deal with customers with late returns and faulty goods
- Handle difficult customers with professionalism
- Deal with complaints and escalation process as appropriate
- Maintain and promote a high level of service awareness at all times
- Promote and lead by example in the active use of order tracker and order database
- Facilitate communications between internal departments on issues, highlighting problems and composing solutions
- Liaise with fulfilment for any issues with customers’ orders
- Work with the Premier dispatch department to solve issues for same day service and utilizing external courier services when needed
- Work with the Shipping department to solve issues raised by customers with regard to either orders or returns
- Assisting the Finance Department with customers on security checks (calls or emails) and any accounting enquiries and flag accounting issues raised by customers
- Work closely with the support team to monitor and manage team performance
- Work closely with your assistant manager, as appropriate, including to provide team feedback
- Mentor and support premier and customer care consultants, including encouraging them to take ownership, exceed targets, promote cross channel sales and increase productivity
The Type Of Person We Are Looking For:
- Previous experience in luxury sales and service in retail
- Excellent written and verbal communication skills. Fluency in a second language is beneficial
- Previous experience in a contact centre environment is beneficial
- Ability to coach and mentor more junior members of the team
- Ability to deal with more complex customer issues
- Good team player
- Excellent keyboard and written skills, articulate with good spelling and grammar
- Excellent communication skills specifically in regard to building relationships with customers
- Reliable and consistent
- Flexible attitude and able to take initiative
- Excellent eye for detail and good organizational skills
- Experience with Microsoft packages
- Must demonstrate an appreciation and understanding of the importance of customer care as a function within the business
From the moment you join the LuxExperience Group we are committed to making your journey with us inspirational and evolutionary. If you are passionate, committed and thrive in a collaborative and fast-paced environment, then please apply with a CV.
Equal Opportunities Employer: LuxExperience GROUP is an equal opportunities employer, we encourage people with a diverse range of backgrounds to apply. We recognize and celebrate the benefits that diversity brings to our workplace, our business and our customers. We welcome and will consider all applications regardless of race and nationality, religion, color, sex, pregnancy or related medical conditions, parental status, sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any other legally protected characteristics. If you require any reasonable adjustments to complete your application, please do not hesitate to advise us accordingly.
Experience Level: Associate
Workplace Type: Hybrid
Senior Sales and Customer Care Consultant German Speaking @NET-A-PORTER in Charlton Kings employer: NET-A-PORTER
At NET-A-PORTER, we pride ourselves on being an exceptional employer, offering a vibrant work culture that fosters collaboration and support among team members. Our Charlton office provides flexible working arrangements, competitive benefits including private healthcare and performance bonuses, and unique opportunities for personal and professional growth in the luxury fashion sector. Join us to be part of a dedicated team that values excellence in customer service and celebrates diversity.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Sales and Customer Care Consultant German Speaking @NET-A-PORTER in Charlton Kings
✨Tip Number 1
Get to know the company inside out! Research NET-A-PORTER's values, products, and customer service approach. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your German and English communication skills! Since this role requires fluency in both languages, make sure you're comfortable switching between them. Role-play common customer scenarios with a friend to build confidence.
✨Tip Number 3
Show off your luxury retail experience! Be ready to share specific examples of how you've provided exceptional customer service in the past. Highlight any situations where you went above and beyond to resolve issues.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you’re proactive and keen to join the NET-A-PORTER family.
We think you need these skills to ace Senior Sales and Customer Care Consultant German Speaking @NET-A-PORTER in Charlton Kings
Some tips for your application 🫡
Show Off Your Language Skills:Since this role requires fluency in both German and English, make sure to highlight your language skills in your application. Use examples that showcase your ability to communicate effectively in both languages, especially in written form.
Tailor Your CV to the Role:We want to see how your previous experience aligns with the responsibilities of a Senior Sales and Customer Care Consultant. Customise your CV to reflect relevant skills and experiences that demonstrate your ability to provide outstanding customer service in a luxury retail environment.
Be Personable and Professional:In your cover letter, let your personality shine through while maintaining professionalism. We’re looking for someone who can connect with our customers, so share a brief story or example that illustrates your approach to customer care and how you handle challenging situations.
Apply Through Our Website:To ensure your application gets the attention it deserves, apply directly through our website. This way, we can easily track your application and you’ll be one step closer to joining our fun and caring team!
How to prepare for a job interview at NET-A-PORTER
✨Know Your Luxury Brands
Before the interview, brush up on the luxury brands that NET-A-PORTER carries. Familiarise yourself with their latest collections and any recent news. This will not only show your passion for the industry but also help you engage in meaningful conversations during the interview.
✨Showcase Your Language Skills
Since this role requires fluency in both German and English, be prepared to demonstrate your language skills. Practice common customer service scenarios in both languages, so you can confidently switch between them during the interview.
✨Prepare for Customer Scenarios
Think of examples from your past experience where you dealt with difficult customers or resolved complex issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers, showcasing your problem-solving skills and ability to maintain professionalism under pressure.
✨Emphasise Teamwork and Mentoring
This position involves mentoring junior team members, so be ready to discuss your experience in coaching others. Share specific instances where you helped a colleague improve their performance or how you contributed to a positive team environment.
