Customer Service Advisor - Reed : Job Details

My client are looking for a Customer Service Advisor to join their expanding team and contribute to delivering exceptional service that aligns with the prestige of their luxury brand. Based at their Head Office and occasionally at their Distribution Centre in Hemel Hempstead, you must be a driver and have a passion for luxury fashion retail and a commitment to excellent customer service.

• Handle all customer queries including order enquiries, faulty goods, returns, complaints, and product information through phone, email (Zendesk), and live chat.
• Provide comprehensive product information
• Build and maintain strong relationships with customers, assisting them in making purchasing decisions.
• Identify cross-selling opportunities to increase individual purchase value and overall sales.
• Manage customer feedback, ensuring it is communicated promptly to the appropriate channels within the business.
• Support the Marketing Web team with product uploads on the website and assist the Distribution Centre during peak times.

• Proven experience in customer services, preferably within luxury fashion retail.
• Strong communication and negotiation skills, with an ability to communicate effectively with customers.
• Highly organised with the ability to prioritise tasks.
• Flexible attitude with a capability to implement solutions and cope well under pressure.
• Proficiency in using Customer Services systems such as Zendesk and Netsuite is preferable.
• Computer literate with good knowledge of Excel; basic knowledge of Photoshop is an advantage.

• Competitive salary and job stability.
• Opportunity to work with a luxury brand known for high-quality products.
• Supportive team environment that values authenticity, collaboration, pride, true grit, and vision.
• Professional development and growth opportunities.