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For Companies At a Glance
- Tasks: Deliver exceptional customer service and build lasting relationships with clients.
- Company: Join a renowned luxury brand known for its high standards of service.
- Benefits: Enjoy competitive pay, health perks, discounts, and a vibrant team culture.
- Why this job: Be the voice of the brand and make a real impact on customer experiences.
- Qualifications: Experience in retail or ecommerce, with a passion for customer satisfaction.
- Other info: Dynamic work environment with opportunities for personal growth and development.
Overview
JOB TITLE Customer Services Advisor
ROLE TYPE Fixed term contract (4 months with potential to extend); 40 hours a week, covering shifts Monday to Friday 8am – 8pm, Saturday and Sunday 9am – 6pm (Every 4 weeks), and Public Holidays 9 am – 6 pm
DEPARTMENT Customer Services
REPORTING TO Head of Retail Europe and Global Clienteling
LOCATION Newman Street, London
SALARY Competitive
THE POSITION
The role of Customer Service Advisor is essential in providing a world class shopping and service experience to all our customers. Orlebar Brown and the Customer Service team are renowned for their standards of service, and as a voice of the brand you will be responsible for maintaining this high standard. The Customer Services Advisor will report to the Head of Retail Europe and Global Clienteling and will work with the team in London to ensure accurate, on time and safe delivery of all orders as well as driving sales and answering customer enquiries via phone, email, live chat and WhatsApp.
It is vital that we not only ensure that all orders are delivered promptly and correctly, but that we make customer satisfaction a priority and be passionate about service delivery.
Furthermore, initiative is crucial for pro-active contact so to build relationships and encourage sales.
Key Roles and Responsibilities
Customer Service:
- Provide excellent customer service is a pivotal part of this role. You will place orders, process exchanges and refunds, whilst answering any questions all in a prompt, courteous and efficient manner.
- Communicate with customers via the phone, email, live chat, WhatsApp Yotpo and social media.
- Monitor the lifecycle of customer orders. Communicate with our customers of any stock, payment, delivery queries. Work with our warehouses and carriers to ensure that the customer has the best delivery experience.
- Monitor and respond to all feedback and communicate with customers as required.
- Use feedback to promote and share customer trends with the management team and business colleagues.
- Work with colleagues within ecommerce and retail in the management of all customer online shopping journeys. Ensure imagery, descriptions, FAQ’s and communications are correct.
Clientelling:
- Establish long-term relationships with key customers based on data about their preferences, behaviours and purchases.
- Provide product recommendations and try-on services where and when required via email, phone, SMS and WhatsApp.
- Take part in any new sales initiatives to drive customer engagement and sales opportunities.
Systems Knowledge:
- Use Zendesk to respond to customers in an efficient and timely manner and work towards all SLA’s and KPI’s.
- Work with multiple order management systems to update customer details; process orders; monitor stock levels and movement; handle exchanges and refunds.
Skills and Experience
- Proven track record of working effectively and efficiently within a busy retail or ecommerce environment.
- Experience with an online luxury retailer would be beneficial. Background working on the shop floor, Personal shopping or direct sales.
- Good administrative and numeracy skills. Previous experience with contact centre software (Zendesk, Salesforce, NetSuite and Order Management systems) is desirable.
- A passion for building customer relationships and delivering exception service experiences at every touchpoint.
- Professional and confident with a great telephone manner.
- Sharp attention to detail with a systematic and logical approach to work.
- Highly motivated with a disciplined approach to problem solving.
- Someone who enjoys getting real satisfaction from their job and giving their full effort.
What We Offer
- Being part of a diverse working environment of people who we learn from every day.
- The chance to train and develop your skills in a fast-working environment.
Competitive benefits package:
- Physical wellbeing: Private medical insurance covering pre-existing medical conditions and ability to add family members, online GP app with 24/7 appointments, available within 24 hours and cycle scheme participation for a tax-exempt bike and/or accessories.
- Financial wellbeing: Company pension scheme.
- Mental Wellbeing: Employee assistance programme.
- Lifestyle: Orlebar Brown and CHANEL product discounts and employee-only sales.
- Social: Regular social events with your team.
- Employee Recognition: Service award incentives, 1 week office closure in August to practice what we preach (paid leave and separate from the 25 days annual leave plus UK public holidays).
At Orlebar Brown, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity, and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience, and potential you could bring to Orlebar Brown.
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Customer Service Advisor Customer Services · London HQ · employer: Orlebar Brown
Contact Detail:
Orlebar Brown Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor Customer Services · London HQ ·
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Orlebar Brown. Understand their values, products, and customer service approach. This will help you tailor your answers and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Role-play common customer service scenarios with a friend or family member. This will help you feel more confident when answering questions about handling customer inquiries and complaints during the interview.
✨Tip Number 3
Show off your passion for customer service! During your interview, share specific examples of how you've gone above and beyond for customers in the past. This will demonstrate your commitment to providing exceptional service, which is key for this role.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that can set you apart from other candidates and shows your enthusiasm for the position.
We think you need these skills to ace Customer Service Advisor Customer Services · London HQ ·
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Service Advisor role. Highlight your experience in retail or ecommerce, especially if you've worked with luxury brands. We want to see how your skills match what we're looking for!
Show Off Your Customer Service Skills: In your application, emphasise your passion for delivering exceptional customer service. Share specific examples of how you've gone above and beyond for customers in the past. This is key for us at StudySmarter!
Be Clear and Concise: When writing your application, keep it clear and to the point. Use bullet points where possible to make it easy for us to read. We appreciate a well-structured application that gets straight to the good stuff!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Orlebar Brown
✨Know the Brand Inside Out
Before your interview, make sure you research Orlebar Brown thoroughly. Understand their products, values, and customer service philosophy. This will not only help you answer questions more effectively but also show your genuine interest in the brand.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you provided exceptional customer service. Think about specific situations where you resolved issues or went above and beyond for a customer. This will demonstrate your ability to maintain high standards of service.
✨Familiarise Yourself with Relevant Tools
Since the role involves using systems like Zendesk, it’s beneficial to have a basic understanding of how these platforms work. If you’ve used similar software before, be ready to discuss your experience and how it can translate to this role.
✨Practice Your Communication Skills
As a Customer Service Advisor, clear communication is key. Practice answering common interview questions out loud, focusing on being concise and articulate. You might even want to do a mock interview with a friend to get comfortable with speaking about your experiences.