At a Glance
- Tasks: Be the face of luxury customer care, ensuring an unforgettable shopping experience.
- Company: Join a global leader in luxury retail with a commitment to excellence.
- Benefits: Enjoy a hybrid work environment, competitive pay, and opportunities for growth.
- Other info: Diverse workplace that values inclusivity and offers training to enhance your skills.
- Why this job: Make a real impact by building lasting relationships with customers in a dynamic team.
- Qualifications: Experience in luxury sales, excellent communication skills, and a passion for customer care.
The predicted salary is between 24000 - 28000 £ per year.
Our global Operations team makes it possible for us to offer worldwide shipping to more than 180 countries, including same-day delivery to New York and London, while providing a seamless shopping experience across mobile, tablet and desktop, with easy returns. We are working to ensure that we're providing our customers with the best possible experience, and so we're searching for a Senior Sales and Customer Care Consultant to join our Customer Care team in Charlton, London. You'll be the first port of call for NET-A-PORTER and MR PORTER customers; acting as a brand ambassador for the LuxExperience group, ensuring an outstanding service and shopping experience, with product expertise.
Some of the essentials for you to know are:
- Location: DC1 Charlton
- Hours: 37.5 hours per week, weekend rotation required
- Department Size: Approximately 15
- Reporting into: Customer Care Assistant Manager
Here is a breakdown of what you’ll be doing:
- Act as a brand ambassador for the LuxExperience group ensuring an outstanding service and shopping experience to build lasting relationships with our customers.
- Assist with their enquiries via phone, email and web messaging, always adhering to service levels.
- Provide personalised, accurate responses to proactively anticipate and prevent future barriers for a seamless customer experience.
- Adhere to processes and guidelines for consistent and efficient customer resolution, using order management systems and customer care tools to obtain information.
- Maintain customer relationships, complete follow up as required to offer Customer Care support post-order.
- Customer centric approach required; highlight negative customer impacts.
- Convert product enquiries to orders whilst introducing additional product options for an enhanced customer experience.
- Collaborate professionally with internal colleagues and departments.
- Attend training sessions to expand your Customer Care knowledge, always representing Customer Care and LuxExperience with the utmost professionalism.
- Escalate potential complaints to your manager for support and efficient resolution.
The type of person we are looking for:
- Previous experience in customer facing luxury sales and service, ideally in a contact centre environment.
- Native level proficiency in English (written and spoken), additional fluency in German, Italian or Spanish is a plus.
- Excellent communication skills, capable of building rapport with customers.
- Takes initiative, able to handle complex customer issues and adhere to customer data regulations.
- Proficient with Microsoft Office, displays strong computer and keyboard skills.
- Professional, well organized and a good team player - flexible, reliable and consistent.
- Must demonstrate an appreciation and understanding of the importance of customer care as a function within the business.
- Excellent attention to detail, articulate with good spelling and grammar.
LuxExperience is an equal opportunities employer, we encourage people with a diverse range of backgrounds to apply. We recognize and celebrate the benefits that diversity brings to our workplace, our business and our customers. We welcome and will consider all applications regardless of race and nationality, religion, color, sex, pregnancy or related medical conditions, parental status, sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any other legally protected characteristics. If you require any reasonable adjustments to complete your application, please do not hesitate to advise us accordingly.
Experience Level: Entry level
Workplace Type: Hybrid
Senior Sales & Customer Care Consultant employer: THE NET-A-PORTER GROUP LIMITED
At LuxExperience, we pride ourselves on being an exceptional employer, offering a dynamic work culture that values diversity and fosters personal growth. Located in Charlton, London, our Customer Care team thrives in a collaborative environment where employees are empowered to provide outstanding service while enjoying flexible hybrid working arrangements. With comprehensive training and development opportunities, we ensure that our team members not only excel in their roles but also build meaningful careers within the luxury retail sector.
Contact Details:
THE NET-A-PORTER GROUP LIMITED Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Senior Sales & Customer Care Consultant
✨Get Chatty at Local Community Events
Dive into local meetups or community events related to customer support. These gatherings are a goldmine for making connections and learning more about what companies like THE NET-A-PORTER GROUP LIMITED value in entry-level hires. Just think of it as networking over snacks!
✨Show Off Your People Skills
Create a small digital portfolio showcasing your communication skills. You could include relevant scenarios or customer interactions—real or hypothetical. This isn't just for show; it gives hiring managers at places like THE NET-A-PORTER GROUP LIMITED a taste of how you handle customer queries.
✨Leverage Internship Platforms
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✨Join Customer Support Forums
Participate in online forums and communities specifically for customer support professionals. Places like Help Scout’s community or even subreddits can give you insights into what skills are in demand. Plus, it’s a great way to network and discover hidden job opportunities at companies like THE NET-A-PORTER GROUP LIMITED.
We think you need these skills to ace Senior Sales & Customer Care Consultant
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear and friendly communication is crucial. Make sure your CV highlights any previous experience where you've resolved customer queries or collaborated with a team. We love to see examples where you've turned a challenge into a positive experience!
Tailor Your Cover Letter with Enthusiasm:For an entry-level role like this one, your cover letter shouldn’t just be a summary of your CV. Instead, share why you're excited about customer support, and express your eagerness to help others. Let's see your personality shine through—tell us why you're a great fit for THE NET-A-PORTER GROUP LIMITED!
Highlight Relevant Experience:Even if you haven't worked in customer support before, include any relatable experiences—like part-time jobs, volunteer work, or internships. Show us how these have equipped you with the soft skills needed to thrive in this role, like problem-solving and patience.
Keep It Simple and Straightforward:Your CV should be easy to read—no fancy fonts or excessive jargon. Use bullet points to break down your responsibilities and achievements and stick to a clean layout. This helps us quickly see your qualifications and gives a professional vibe, even for an entry-level position!
How to prepare for a job interview at THE NET-A-PORTER GROUP LIMITED
✨Brush Up on Your Communication Skills
In customer support, communication is key. Practise explaining complex issues in straightforward language. You might even get role-play scenarios during the interview, so be ready to show off those skills!
✨Show Your Problem-Solving Prowess
Employers love seeing how you handle customer queries. Think of specific instances where you’ve resolved conflicts or helped someone out. Bring these scenarios to the table, as they can help demonstrate your problem-solving capabilities!
✨Familiarise Yourself with Common Tools
Get to grips with popular customer support tools like Zendesk or Freshdesk. Even if you haven’t used them before, being able to talk about them or their features can show you’re proactive about getting up to speed.
✨Express Your Willingness to Learn
As this is an entry-level position, they want to see your eagerness to grow. Highlight your adaptability and enthusiasm for customer support. Share any relevant experiences or coursework that show you’re committed to developing your skills!
