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For Companies At a Glance
- Tasks: Be the first point of contact for customers, handling queries via email, phone, and live chat.
- Company: Soho Home is a modern interiors brand inspired by the style of Soho House.
- Benefits: Enjoy remote work options, free lunches, discounts, and exclusive training opportunities.
- Why this job: Join a vibrant team, enhance your customer service skills, and immerse yourself in design culture.
- Qualifications: Excellent communication skills and a passion for interiors; experience with CRM systems is a plus.
- Other info: Flexible shifts, team events, and a supportive work environment await you!
Overview
Online Retail Customer Service Coordinator – Soho Home is a front-line role at Soho House & Co. You will be the first point of contact for customers, providing best-in-class service across email, phone and live chat. You’ll handle queries relating to orders, product information, deliveries, returns and general aftercare, ensuring every interaction reflects the Soho Home values and service standards.
Soho Home is a modern interiors brand created for members of Soho House and inspired by the look and feel of our Houses around the world. From furniture and lighting to textiles and tabletop, every piece is designed to mirror the warmth and character of Soho House style, allowing our customers to bring the House home.
Details
- Shift Pattern: 5 shifts across a 7-day period (including weekends and bank holidays as part of a rota)
- Location: UK support office; Remote 4 days per week (occasional office attendance for training – 180 The Strand)
- Salary: £13 per hour
Responsibilities
- To effectively handle all incoming calls and email enquiries for Soho Home, converting enquiries to sales by displaying excellent product knowledge.
- Processing orders, deliveries and returns for Soho Home.
- Liaising with internal and external departments in order to respond effectively to any customer enquiry.
- The resolution of customer issues and complaints, including consistent follow up and escalation where necessary.
- Provide excellent product knowledge by maintaining a keen interest and understanding of all product lines.
- Customer focused, taking pride in delighting our clients by using creative and resourceful resolutions.
- To learn and exhibit an understanding of the wider business and ensure all aspects of the Soho House ethos are always adhered to.
- Adhering to set KPIs both team wide and personal.
- Take ownership of customer issues through to resolution, following up where necessary
- Identify and escalate repeat issues or process inefficiencies to the Customer Service Manager
- Contribute to a culture of continuous improvement, sharing feedback and insights
- Represent the Soho Home brand in every interaction
What We Are Looking For
- An excellent communicator through telephone and email
- Proven ability to successfully handle high volumes of calls/emails
- The ability to confidently communicate in both spoken and written English
- Previous experience with CRM systems (salesforce) is preferred, however full training will be provided to the successful candidate
- Previous experience of working with call centre solutions and email ticketing systems
- An understanding of retail ecommerce along with operations and logistics
- A customer-first attitude with a passion for interiors and design
- Previous experience of working with high profile/VIP guests
- Excellent time management skills with the ability to prioritise tasks and meet deadlines
- A team player who enjoys a challenge
- Adaptable and willing to go the extra mile for members and customers
- Confident to manage your own time and workload
- Good attention to detail and administration skills
- Sufficient knowledge of Microsoft Office
- Problem solving skills and the ability to manage complaints efficiently
Benefits
- Soho Friends Membership (Every House Membership awarded after 1 years’ service)
- Free lunch at Store X Café in 180 Strand on Mondays
- 50% off Food & Drink, 7 days a week
- Staff Room Rates
- Private Health and Dental Care
- Weekly Pay
- Life Assurance
- Up to 50% Staff Discount on Cowshed & Soho Home
- In Office Dog Policy
- Season Ticket Loan
- Christmas Office Closure
- In conjunction with Soho Impact, take 2 days paid a year to support a charity of your choice.
- Free Counselling Sessions
- Cookhouse & House Tonic: Our Cookhouse & House Tonic programmes offer unique food and drink trainings, events and opportunities to inspire and educate.
- Continuous training to develop yourself personally and professionally
- Exclusive access to our benefits platform with hundreds of discounts on shopping, gym memberships, holidays, insurance and much more
- Team Events: From fitness sessions to cinema screenings and art classes, each month we hold a series of fun events which you can sign up to.
Details
- Seniority level: Entry level
- Employment type: Full-time
- Job function: Other
- Industries: Hospitality
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Online Retail Customer Service Coordinator - Soho Home employer: Soho House & Co
Contact Detail:
Soho House & Co Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Online Retail Customer Service Coordinator - Soho Home
✨Tip Number 1
Familiarise yourself with Soho Home's product range and values. Understanding their style and ethos will help you connect with customers and provide tailored service, which is crucial for this role.
✨Tip Number 2
Practice your communication skills, especially over the phone and via email. Since you'll be the first point of contact for customers, being clear and friendly in your interactions can set you apart from other candidates.
✨Tip Number 3
Get comfortable with CRM systems and ticketing solutions. Even if you haven't used Salesforce before, showing a willingness to learn and adapt to new technologies can demonstrate your readiness for the role.
✨Tip Number 4
Highlight any previous experience dealing with high-profile clients or in a fast-paced environment. This will show that you can handle the demands of the role and maintain excellent service standards under pressure.
We think you need these skills to ace Online Retail Customer Service Coordinator - Soho Home
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and skills required for the Online Retail Customer Service Coordinator position. Tailor your application to highlight relevant experiences that align with these requirements.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and interiors. Mention specific examples of how you've successfully handled customer queries or complaints in the past, demonstrating your problem-solving skills and customer-first attitude.
Highlight Relevant Experience: In your CV, emphasise any previous experience in customer service, especially in retail or e-commerce. Include details about your familiarity with CRM systems and your ability to manage high volumes of calls and emails effectively.
Showcase Communication Skills: Since excellent communication is key for this role, ensure your application reflects your strong written and verbal communication skills. Use clear and concise language, and consider including examples of how you've communicated effectively in previous roles.
How to prepare for a job interview at Soho House & Co
✨Showcase Your Communication Skills
As the role requires excellent communication through various channels, practice articulating your thoughts clearly. Prepare to demonstrate how you would handle customer queries over the phone and via email during the interview.
✨Demonstrate Product Knowledge
Familiarise yourself with Soho Home's product range before the interview. Being able to discuss specific items and their features will show your enthusiasm for the brand and your ability to provide informed customer service.
✨Highlight Your Problem-Solving Abilities
Prepare examples of how you've successfully resolved customer issues in the past. This will illustrate your capability to handle complaints efficiently and your commitment to customer satisfaction.
✨Emphasise Teamwork and Adaptability
Since the role involves working closely with others, be ready to discuss your experiences as a team player. Share instances where you've adapted to challenges or changes in a work environment, showcasing your flexibility and willingness to go the extra mile.