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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 flexible working hours and a vibrant team culture.
- Why this job: Be part of a brand that values quality, design, and customer experience.
- Qualifications: Customer care experience, strong communication skills, and a passion for fashion.
- Other info: Flexibility required during peak times; weekend/evening shifts may be necessary.
The predicted salary is between 24000 - 36000 £ per year.
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.
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 brand values and product range. Understanding their luxurious handbags and accessories will help you engage with customers confidently and provide tailored advice.
✨Tip Number 2
Brush up on your customer service skills, especially in handling difficult situations. Practising calm and effective communication can set you apart during the interview process.
✨Tip Number 3
Get comfortable with the tools mentioned in the job description, like Zendesk and Magento. Familiarity with these systems can demonstrate your readiness to hit the ground running.
✨Tip Number 4
Showcase your knowledge of the fashion and retail industry during your interactions. Being able to discuss trends or products can impress the hiring team and highlight your passion for the role.
We think you need these skills to ace Customer Care Advisor
Some tips for your application 🫡
Understand the Brand: Familiarise yourself with Radley's history, values, and product offerings. This will help you tailor your application to reflect your understanding of their brand and how you can contribute to their customer care ethos.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous customer service roles you've held. Use specific examples that demonstrate your ability to handle queries effectively and provide exceptional service.
Showcase Communication Skills: Since the role requires excellent written and verbal communication, ensure your application is free from errors and clearly articulates your thoughts. Consider including a brief example of how you've successfully resolved a customer issue in the past.
Tailor Your Application: Customise your cover letter to address the specific responsibilities and skills mentioned in the job description. Mention your familiarity with relevant systems like Zendesk or Magento if applicable, and express your enthusiasm for working in the fashion/retail industry.
How to prepare for a job interview at Radley
✨Showcase Your Customer Care Experience
Make sure to highlight your previous experience in customer care during the interview. Share specific examples of how you've handled customer queries and resolved issues, especially in high-pressure situations.
✨Demonstrate Your Communication Skills
Since this role requires exceptional written and verbal communication, practice articulating your thoughts clearly. Be prepared to discuss how you would communicate with customers across different channels, such as phone, email, and social media.
✨Familiarise Yourself with the Brand
Research Radley and their products before the interview. Understanding their brand values, product range, and customer base will help you answer questions more effectively and show your genuine interest in the company.
✨Prepare for Problem-Solving Scenarios
Expect to be asked about how you would handle specific customer service scenarios. Think of examples where you had to think on your feet and resolve a challenging situation, demonstrating your problem-solving skills and calmness under pressure.
