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For Companies At a Glance
- Tasks: Deliver exceptional customer service via phone, email, and social media.
- Company: Join Radley, a luxury British handbag brand with over 25 years of craftsmanship.
- Benefits: Enjoy a full-time role with opportunities for growth in a vibrant team environment.
- Why this job: Be part of a brand that values quality and customer experience while working with a supportive team.
- Qualifications: Must have excellent communication skills and a friendly attitude; retail experience is a plus.
- Other info: Flexibility for weekend/evening shifts is required during peak times.
The predicted salary is between 24000 - 36000 £ per year.
Radley Milton Keynes, England, United Kingdom
Customer Care Advisor
Radley Milton Keynes, England, United Kingdom
Radley have been proud architects of luxurious British handbags and accessories for over 25 years. Known for our leather expertise and enduring quality, we expertly blend iconic design and exquisite craftsmanship with exceptional value.
Our London HQ is home to our in-house Design team, who are inspired by the natural world, luxurious fine leathers and the remarkable women who wear our bags. Each design is then responsibly made by our family-run manufacturing partners, in the expert hands of three generations of artisan craftspeople.
Customer Care Advisor
The purpose of this role is to deliver a truly memorable customer experience. The role will need to represent the brand and company ensuring personal interaction with customers; written and verbal, is executed in a first-class manner ensuring a high standard of customer care at all times and across all channels.
Key Responsibilities
- Handling customer queries via phone, email, social media and post relating to a variety of queries from confirmation of orders, site navigation assistance, tracking parcels/parcel carrier queries, explaining company policies to customer grievances.
- Liaise with internal departments (Accounts, Marketing, Retail, QA, Product Development, eComm) to assist with the variety of daily queries received.
- Working with the Returns Department to ensure customer issues are dealt with in an expedient and professional manner.
- Working with our warehouse and 3rd party service providers to ensure deliveries or other relevant information is as expected as per our service level agreement and resolving issues as they arise.
- Working with in-house systems (Zendesk/Magento/Fashion Master/CHESS) to assist with daily enquiries within the department.
- Working on administrative procedures (gift cards/reporting on delivery exceptions) as required and detailed by your line manager in order to assist in the smooth running of the website and department generally.
- Escalate, along with the rest of the Customer Care Team, to the Customer Care Manager, IT, Finance and logistics teams on any issues impacting customer service as well as day to day technical issues.
- Processing Web refunds and investigating referred orders
Skills & Experience
- Team player, with a friendly demeanour and positive outlook.
- Have a proven record in Customer Care with exceptional phone etiquette. Should also have excellent written and verbal communication skills in English and a knowledge of Social Media.
- Have technical competency and comfort around website pages and administrative functions, credit card company technology functions is desirable and other systems which may be required.
- A knowledge of the fashion/retail industry – to be able to advise confidently on the products when taking phone orders.
- Have good prioritisation skills and to know when to enlist help from others in their department. It is also vital to know how to be calm under pressure when dealing with difficult and challenging situations.
- Excellent interpersonal skills with a ‘can do’ attitude. Plus, the ability to follow set protocol but have good problem-solving skills with the ability to think on their feet when required.
- Please note flexibility is required during peak times for weekend/evening shifts.
Seniority level
-
Seniority level
Entry level
Employment type
-
Employment type
Full-time
Job function
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Job function
Customer Service
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Industries
Retail Luxury Goods and Jewelry
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Customer Care Advisor employer: Radley
Contact Detail:
Radley Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Advisor
✨Tip Number 1
Familiarise yourself with Radley's product range and brand values. Understanding their luxurious handbags and accessories will help you engage confidently with customers and provide tailored advice.
✨Tip Number 2
Brush up on your customer service skills, especially in handling difficult situations. Practice scenarios where you might need to de-escalate a customer complaint or provide solutions quickly.
✨Tip Number 3
Get comfortable with the tools mentioned in the job description, like Zendesk and Magento. Familiarity with these systems can give you an edge during the interview process.
✨Tip Number 4
Showcase your flexibility and willingness to work during peak times. Highlight any previous experience where you've successfully managed a busy schedule or adapted to changing demands.
We think you need these skills to ace Customer Care Advisor
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and skills required for the Customer Care Advisor position. Tailor your application to highlight how your experience aligns with these requirements.
Showcase Communication Skills: Since excellent written and verbal communication is crucial for this role, ensure your CV and cover letter reflect your strong communication abilities. Use clear, concise language and provide examples of how you've successfully handled customer queries in the past.
Highlight Relevant Experience: Emphasise any previous customer service roles or experiences you have, particularly in the retail or luxury goods sector. Mention specific situations where you demonstrated problem-solving skills or dealt with challenging customer interactions.
Personalise Your Application: Make your application stand out by personalising it. Address the hiring manager by name if possible, and express your genuine interest in Radley as a brand. Mention why you admire their products and how you can contribute to their customer care excellence.
How to prepare for a job interview at Radley
✨Know the Brand Inside Out
Before your interview, make sure you research Radley thoroughly. Understand their history, values, and product range. This will help you demonstrate your passion for the brand and show that you're genuinely interested in being part of their team.
✨Showcase Your Customer Care Skills
Prepare examples from your past experiences where you've provided exceptional customer service. Highlight situations where you resolved issues effectively or went above and beyond to ensure customer satisfaction, as this role is all about delivering a memorable experience.
✨Demonstrate Communication Skills
Since the role requires excellent written and verbal communication, practice articulating your thoughts clearly. You might be asked to handle a mock customer query during the interview, so be ready to showcase your phone etiquette and social media skills.
✨Be Ready for Problem-Solving Scenarios
Expect questions that assess your ability to think on your feet. Prepare for hypothetical scenarios where you may need to resolve customer complaints or technical issues. Show that you can remain calm under pressure and have a proactive approach to problem-solving.
