Customer Service Representative

Description:

Sunspel makes beautiful everyday clothes that are the foundation of the modern wardrobe. The brand has been hand-crafting garments in the UK for 160 years, building a global reputation for uncompromising quality, timeless design and luxury fabrics. Sunspel believes in making clothes with great care and attention to detail, an attitude that extends to everything the company does, from sourcing raw materials to the people it works with. Sunspel has a strong sense of tradition and uses this as a springboard to shape the future.

The Role

Sunspel are now looking for an experienced Customer Service Advisor, to join the team.

The role of Customer Service Advisor is essential in providing an excellent shopping and service experience to all our customers. The Customer Services Advisor will work within a team to ensure accurate, on time and safe delivery of all orders, as well as driving sales and answering customer enquiries via phone, email and live chat. It is vital that we not only ensure that all orders are delivered promptly and correctly, but that we make customer satisfaction a priority at all time.

Key Responsibilities

• Providing excellent customer service is a pivotal part of this role. A large proportion of the role is email based which will require the Customer Service Advisor to deliver a high level accurate full response. You will communicate with customers via the phone, email and live chat.
• Work with the warehouse and carriers to ensure that the customer has the best delivery experience. Liaise with couriers to locate lost or missing parcels.
• Aid with the supervising and maintaining of the customers online shopping journey, ensuring imagery, descriptions, FAQ’s and content are correct.
• Look to where at all possible establishing long-term relationships with key customers based on data about their preferences, behaviours and purchases.
• Fraud checking and processing all orders that come through the website.
• Process returns and refunds in a timely manner.
• Confidently liaising with members of the team from other departments, including merchandising, marketing, production and store retail staff.

Experience and skills

• Proven track record of working effectively and efficiently within a customer service environment.
• Experience with an online luxury retailer would be beneficial.
• Good administration and numerical skills.
• Excellent IT skills, including Outlook and Microsoft.
• Experience with using Freshdesk and Shopify would be beneficial.
• Passionate about your work with a ‘can-do’ attitude.
• Excellent verbal and written communication skills.
• High level of attention to detail.
• Well organised, systematic and logical.
• Highly motivated with a disciplined approach to problem solving.