At a Glance
- 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.
- Other info: We celebrate diversity and encourage applications from all backgrounds.
- 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.
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
Orlebar Brown is an exceptional employer that embodies a vibrant and inclusive work culture, where every team member is encouraged to grow and thrive. With competitive benefits including private medical insurance, generous product discounts, and unique employee recognition programs, we ensure our staff feel valued and inspired. Located in a dynamic environment, our Customer Service Advisors play a crucial role in delivering world-class service while embracing the ethos of 'Holiday Better', making it a truly rewarding place to work.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Advisor
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Orlebar Brown. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Orlebar Brown before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Services Advisor
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Orlebar Brown:Your cover letter is your chance to shine! Tell us why you want to work at Orlebar Brown specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Orlebar Brown!
How to prepare for a job interview at Orlebar Brown
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
