Senior Sales & Customer Care Consultant in Charlton

Our global Operations team make it possible for us to offer worldwide shipping to more than 180 countries, including same-day delivery to New York and London, while providing a seamless shopping experience across mobile, tablet and desktop, with easy returns. We are working to ensure that we’re providing our customers with the best possible experience, and so we’re searching for a Senior Sales & Customer Care Consultant to join our Customer Care Team in Charlton, London. You’ll be the first port of call for NET‑A‑PORTER and MR PORTER customers; acting as a Brand Ambassador for LuxExperience Group, ensuring an outstanding service and shopping experience, with product expertise.

Some of the essentials for you to know are:

• Location: DC1 Charlton
• Hours: 37.5 hours per week, weekend rotation required
• Department Size: Approximately 15
• Reporting into: Customer Care Assistant Manager

Responsibilities

• Act as a brand ambassador for the LuxExperience group ensuring an outstanding service and shopping experience to build lasting relationships with our customers.
• Assist with 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.
• Adhere 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.

Qualifications

• Previous experience in customer facing luxury sales and service, ideally in a contact centre environment.
• Native level proficiency in English (written and spoken), additional fluency in German, 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.

LuxExperience 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: Entry level.

Workplace Type: Hybrid