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- Tasks: Join us as a Customer Services Advisor, delivering top-notch service and support to our customers.
- Company: Orlebar Brown is a luxury brand known for its exceptional customer service and stylish products.
- Benefits: Enjoy competitive pay, private medical insurance, discounts, and regular social events with your team.
- Why this job: Be part of a dynamic team, build relationships, and make a real impact on customer satisfaction.
- Qualifications: Experience in retail or ecommerce is a plus; passion for customer service is essential.
- Other info: We celebrate diversity and encourage applications from all backgrounds.
The predicted salary is between 24000 - 42000 £ per year.
JOB TITLE Customer Services Advisor
REPORTING TO Senior Customer Experience Manager
DEPARTMENT Customer Services
LOCATION Newman Street, London
SALARY Competitive
TYPE 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
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 Customer Services Manager 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 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, and social media.
- Monitor the order lifecycle of customer orders. Communicate with our customers about any stock, payment, or 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, FAQs, 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 SLAs and KPIs.
- Work with multiple order management systems to update customer details, process orders, monitor stock levels and movement, and 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 exceptional 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 from whom we learn 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 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 Services Advisor employer: Orlebar Brown
Contact Detail:
Orlebar Brown Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Advisor
✨Tip Number 1
Familiarise yourself with the luxury retail sector, especially online. Understanding the nuances of customer expectations in this space will help you stand out during interviews.
✨Tip Number 2
Practice your communication skills across various platforms like phone, email, and live chat. Being able to demonstrate your proficiency in these areas can give you an edge over other candidates.
✨Tip Number 3
Showcase your problem-solving abilities by preparing examples of how you've handled difficult customer situations in the past. This will highlight your capability to maintain high service standards.
✨Tip Number 4
Research Orlebar Brown's brand values and customer service philosophy. Tailoring your approach to align with their mission can demonstrate your genuine interest in the role and the company.
We think you need these skills to ace Customer Services Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, especially in retail or ecommerce. Emphasise any roles where you provided exceptional service or built customer relationships.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the brand. Mention specific examples of how you've gone above and beyond for customers in previous roles.
Highlight Relevant Skills: In your application, focus on skills mentioned in the job description, such as communication, problem-solving, and familiarity with systems like Zendesk. Provide examples of how you've used these skills effectively.
Show Enthusiasm for the Brand: Demonstrate your knowledge of Orlebar Brown and their commitment to customer satisfaction. Mention why you want to work for them specifically and how you can contribute to their high standards of service.
How to prepare for a job interview at Orlebar Brown
✨Know the Company and Its Values
Before your interview, take some time to research Orlebar Brown and understand their brand values. Familiarise yourself with their commitment to customer service and how they maintain high standards. This will help you align your answers with what they are looking for.
✨Demonstrate Your Customer Service Skills
Prepare examples from your past experiences that showcase your ability to provide excellent customer service. Think about situations where you resolved issues or went above and beyond for a customer, as this role is all about delivering a world-class shopping experience.
✨Familiarise Yourself with Relevant Tools
Since the role involves using systems like Zendesk, it’s beneficial to have a basic understanding of how these tools work. If you have experience with similar software, be ready to discuss it and how it helped you in previous roles.
✨Show Enthusiasm for the Role
Express your passion for customer service and your desire to build long-term relationships with customers. Highlight your motivation to contribute positively to the team and the company, as enthusiasm can set you apart from other candidates.
