Luxury Sales Consultant

Our global Operations team make it possible for us to offer worldwide shipping to more than 180 countries, including same-day delivery to New York, London and Milan, while providing a seamless shopping experience across mobile, tablet and desktop, with easy returns. We have 9 distributions centres and 11 Customer Care centres who work with in 11 different languages and are available 24/7, 365 days a year. Operations are now seeking a talented Luxury Customer Care Consultant to join the Customer Care team. You'll be the first port of call for YNAP customers; acting as a brand ambassador for the YOOX NET-A-PORTER GROUP, ensuring an outstanding service, shopping experience, and product expertise. Some of the essentials for you to know are:
Location: Our Charlton office in London Hours: 37.5 hours per week with weekend rotation (1 in 3 during peak, 1 in 4 outside peak) Department Size: 70 (Approx.) Reporting into: Customer Care Assistant Manager
Besides a competitive salary, we can offer you:

• Performance bonus schemes dependant on the type of role you are in
• Our famous staff discount along with exclusive staff sales
• A pension that both you and the company contribute too
• A portal with an array of discounts on things like theme park and cinema tickets
• Private healthcare for you and your family
• Flexible working
• A chance to be part of a fun and caring team that support each other

Here is a breakdown of what you’ll be doing:

• Act as a brand ambassador for THE NET-A-PORTER GROUP ensuring an outstanding service and shopping experience are provided for our customers with every contact including telephone, email and/or live chat
• Assist customers to process orders, reserve products and/or to register online
• Convert product enquiries to orders whilst introducing additional product options for improved customer experience
• Take a proactive approach, anticipating and preventing any barriers to a totally seamless customer experience, by going above and beyond
• Maintain professional communication with all customers consistently, promoting a high level of service awareness at all times
• Complete follow up contact with customers to offer customer care support post-order
• Communicate promptly any information to customers about their orders using order management systems
• Attend training sessions to expand designer knowledge, always representing Customer Care with the utmost professionalism
• Assist customers with any order issues with regards to their returns or their orders via contact channels
• Highlight impacts to customer experience and compose solutions to Assistant Manager
• Liaise with internal departments for any issues with customers’ orders
• Escalate potential complaints to Senior Consultant for efficient resolution

The type of person we are looking for:

• Previous in luxury sales and service in retail
• Excellent written and verbal communication skills
• Fluency in a second language is beneficial
• Previous experience in a contact centre environment is beneficial
• Ability to coach and mentor more junior members of the team
• Ability to deal with more complex customer issues
• Good team player
• Excellent keyboard and written skills, articulate with good spelling and grammar
• Excellent communication skills specifically in regard to building relationships with customers
• Reliable and consistent
• Flexible attitude and able to take initiative

From the moment you join the YOOX NET-A-PORTER GROUP we are committed to making your journey with us inspirational and evolutionary. If you are passionate, committed and thrive in a collaborative and fast-paced environment, then please apply with a CV. YOOX NET-A-PORTER GROUP 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