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- Tasks: Deliver exceptional customer service and support as a brand ambassador for NET-A-PORTER.
- Company: Join the dynamic YOOX NET-A-PORTER GROUP, a leader in luxury retail.
- Benefits: Enjoy performance bonuses, staff discounts, private healthcare, and flexible working options.
- Why this job: Be part of a supportive team culture while enhancing your sales and customer care skills.
- Qualifications: Experience in luxury sales and strong communication skills are essential.
- Other info: Hybrid work environment with opportunities for personal and professional growth.
The predicted salary is between 36000 - 60000 £ per year.
Join NET-A-PORTER as a Senior Sales and Customer Care Consultant.
Location: DC1 office in Charlton.
Hours: 37.5 hours per week, shifts 7:30 a.m. – 9:30 p.m., with weekend rotation.
Department size: ~70 people.
Reporting to: Customer Care Assistant Manager.
Benefits:
- Performance bonus schemes depending on role.
- Pension (company and employee contributions).
- Discount portal (e.g., theme park, cinema tickets).
- Staff discount & exclusive sales.
- Private healthcare for you and your family.
- Flexible working.
- Supportive team culture.
Responsibilities:
- Act as a brand ambassador for THE NET‑A‑PORTER GROUP, ensuring outstanding service through telephone, email, live chat, and social media.
- Proactively anticipate and prevent barriers to a seamless customer experience.
- Assist customers with registration, order processing, product inquiries, returns, late returns, faulty goods, and complaints, including escalation where appropriate.
- Promote high service awareness and actively use the order tracker and database.
- Facilitate communication between internal departments to resolve fulfilment, dispatch, and shipping issues.
- Assist Finance with security checks and accounting enquiries.
- Monitor and manage team performance, mentor and support consultants, encouraging ownership and increasing cross‑channel sales.
Qualifications:
- Previous experience in luxury sales and customer service in retail.
- Excellent written and verbal communication skills; fluency in a second language is beneficial.
- Experience in a contact centre environment is advantageous.
- Ability to coach and mentor junior team members.
- Ability to handle complex customer issues with professionalism.
- Strong team player with reliable, flexible, and initiative‑driven attitude.
- Excellent keyboard proficiency, spelling, and grammar.
- Attention to detail and strong organizational skills.
- Proficiency in Microsoft Office packages.
- Appreciation for the importance of customer care within a business.
YOOX NET‑A‑PORTER GROUP is an equal opportunities employer. We welcome applications from all backgrounds. If you require reasonable adjustments to complete your application, please let us know.
Apply with your CV.
Experience level: Associate.
Workplace type: Hybrid.
Employment type: Full‑time.
Industry: Retail.
Senior Sales and Customer Care Consultant in Charlton employer: NET-A-PORTER
Contact Detail:
NET-A-PORTER Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Sales and Customer Care Consultant in Charlton
✨Tip Number 1
Network like a pro! Reach out to current or former employees at NET-A-PORTER on LinkedIn. A friendly chat can give us insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer care and sales. We suggest role-playing with a friend to nail down your responses and show off your communication skills.
✨Tip Number 3
Show your passion for luxury retail! When you get the chance, share your favourite brands or experiences that relate to NET-A-PORTER. This will help us see your enthusiasm and fit for the role.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and remind them of your interest in the Senior Sales and Customer Care Consultant position.
We think you need these skills to ace Senior Sales and Customer Care Consultant in Charlton
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for luxury sales and customer service shine through. We want to see how much you care about providing top-notch service and being a brand ambassador for NET-A-PORTER.
Tailor Your CV: Make sure your CV is tailored to the role. Highlight your previous experience in retail and customer service, especially if you've worked in a contact centre or have luxury sales experience. We love seeing relevant skills that match what we're looking for!
Be Clear and Concise: Keep your application clear and to the point. Use proper spelling and grammar, as we value attention to detail. A well-organised application reflects your strong communication skills, which are essential for this role.
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the position. Plus, it shows you’re proactive and keen to join our team!
How to prepare for a job interview at NET-A-PORTER
✨Know the Brand Inside Out
Before your interview, make sure you research NET-A-PORTER thoroughly. Understand their brand values, product offerings, and customer service philosophy. This will help you demonstrate your passion for the brand and how you can embody their values as a Senior Sales and Customer Care Consultant.
✨Showcase Your Communication Skills
As this role requires excellent written and verbal communication, prepare to showcase these skills during the interview. Practice articulating your thoughts clearly and confidently. You might even want to prepare examples of how you've successfully handled complex customer issues in the past.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities and customer care approach. Think of specific situations where you’ve had to resolve customer complaints or mentor team members. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Demonstrate Team Spirit
Since the role involves mentoring and supporting junior team members, be ready to discuss your experience working in teams. Highlight instances where you’ve collaborated with others to achieve goals or improve customer service. Show that you’re not just a strong individual contributor but also a team player.