Customer Service Representative in London (United Kingdom)

Where: London (United Kingdom)

Extent of Work: Full Time

Click here to apply in English

Reporting to the Customer Service Manager, the Customer Service Representative will be responsible for ensuring that our customers have a consistently positive brand experience by providing the best service in the industry. Working across multiple communication channels (email, phone, online chat), this individual is a forward thinker and critical decision maker, all while having the ability to anticipate needs before they arise. The workplace is dynamic, supportive and entrepreneurial in spirit; as such this role will work collaboratively multiple departments including Marketing, Operations, and Product to oversee and assist in customer feedback and education.

 

A DAY IN THE LIFE

  • Providing exceptional service while handling guest inquiries through multi-channel communication (telephone, email, online chat, etc.).
  • Educating customers about Herschel Supply products and assisting with customer decision-making.
  • Working with the rest of the team to coordinate workflow and prioritize tasks.
  • Supplying support for general inquiries, sales inquiries, and media requests.
  • Manage and resolve guest complaints related to the e-commerce store transactions and post-purchase experience.
  • Impart brand and product expertise to empower customer decision-making.
  • Communicate with global retailers and provide assistance to customers and distributors.
  • Opportunity to lead and direct special projects outside of daily tasks and operations.
  • Work with Online Operations Specialist regarding operations in relation to customer service.
  • Internal spokesperson for our eCommerce business and customer support system.

 

YOUR QUALIFICATIONS

  • 2+ Years of general customer service experience.
  • Knowledge of the excel and Microsoft office suite.
  • Desk.com or CS tool experience
  • Passion for retail brands and fashion
  • Experience in eCommerce or related business operation
  • Familiarity with eCommerce Operations in relation to shipping and fulfillment, coordination with 3PL’s, etc.
  • Able to speak fluently in languages: English, French
  • Italian, Spanish, German, Japanese or Cantonese speaking is an asset.
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