Customer Experience Advisor

at Heist Studios in London

(₤20000 - ₤22000 per year)

Join one of the fastest growing e-commerce fashion start-ups backed by the founder of Net a Porter. Help to build our Backstage team, which supports customers throughout their end-to-end experience with the brand, and aims to constantly surprise and delight.

We want to create an exceptional experience for all customers throughout all touch points with us – whether they are browsing through our website and discovering our products, placing an order, receiving and trying on their tights, or reaching out to us for questions or help with their orders. That is why we have created the ‘Backstage at the Studios’ team, a group of exceptional customer-centric people whose focus is to ensure our customers’ needs are anticipated and met at all times. As we grow the Backstage Team, we are looking for a highly motivated, incredibly hard working, intelligent Customer Service Advisor who will help us deliver this delightful experience every day. This is a rapidly expanding company, so anyone applying should do so with a view of growing with the company.

• Handling customer queries throughout all channels (email/ZenDesk, live chat, social media), ensuring both
quality and speed of response
• Processing order changes, cancelations, returns, and refunds
• Providing regular feedback to the rest of the team, using insights gained customer through queries, and
offering potential solutions

The successful candidate will have the following experience and skill-sets:
• Excellent academic record
• Upbeat, positive, can-do attitude
• Strong work ethic
• Strong time management and organizational skills
• Strong ability to problem solve and drive to proactively look for opportunities to improve
• Exceptional written communication skills
• Strong sense of empathy
• Attention to detail
• Ability to work with minimal supervision and in a fast-paced environment
• The hunger to build something exceptional
• Proficiency in MS Office (Word, Excel)
• Fluency in English; additional language skills a plus (particularly German or French)
• Flexibility, able to work evenings and weekends

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Published at 04 Oct 2017
Expires on 04 Dec 2017