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, private medical insurance, and exclusive product discounts.
- Other info: Dynamic team environment with opportunities for personal growth and development.
- 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 service.
The predicted salary is between 30000 - 40000 £ per year.
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
- 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.
Customer Services Advisor in London employer: Orlebar Brown
At Orlebar Brown, we pride ourselves on being an exceptional employer, offering a vibrant work culture in the heart of London. Our Customer Services Advisors benefit from a competitive salary, comprehensive training opportunities, and a supportive environment that fosters personal growth and development. With unique perks such as private medical insurance, employee discounts, and regular social events, we ensure our team feels valued and engaged while delivering outstanding service to our customers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Advisor in London
✨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 a Customer Services Advisor.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email to express your appreciation for the opportunity. This not only shows good manners but also reinforces your enthusiasm for the role and keeps you fresh in their minds.
We think you need these skills to ace Customer Services Advisor in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Services Advisor role. Highlight your experience in providing excellent customer service and any relevant skills that match the job description.
Show Your Passion:Let your enthusiasm for customer service shine through! Share examples of how you've gone above and beyond for customers in the past, as this is key to fitting in with our team at Orlebar Brown.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon, so we can easily see why you’d be a great fit for the role.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role without any hiccups!
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 role.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences that highlight your ability to provide excellent customer service. Think about times when you resolved a difficult situation or went above and beyond for a customer. Be ready to discuss these scenarios during the interview.
✨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’ve used similar software before, be prepared to talk about your experience and how it can translate to this position.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, training opportunities, or how success is measured in the role. This shows that you’re engaged and thinking about how you can contribute to the company.
