Sales and Customer Care Consultant - 12 MONTH FTC

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 distribution centres and 11 Customer Care centres who work with in 11 different languages and are available 24/7, 365 days a year. We are working to ensure that we're providing our customers with the best possible experience, and so we're searching for a Sales and Customer Care Consultant to join our 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: DC1 office in Charlton, currently 3 days office with 2 days WFH Hours: 37.5 hours per week with weekend rotation (1 in 3 during peak) Department Size: 70 approx Reporting into: Customer Care Assistant Manager Besides a competitive salary, we can offer you: Commission based performance bonus scheme A pension that both you and the company contribute too Our famous staff discount along with exclusive staff sales Private healthcare for you and your family A portal with an array of discounts on things like theme park and cinema tickets 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 English speaking 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 Liaise with Premier drivers and external couriers for any issues with Premier orders Escalate potential complaints to Senior Consultant for efficient resolution The type of person we are looking for: Previous experience in luxury sales and service in retail Excellent written and verbal communication skills Fluency in English 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 Excellent eye for detail and good organizational skills Experience with Microsoft packages Must demonstrate an appreciation and understanding of the importance of customer care as a function within the business 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 YOOX NET-A-PORTER is a leading online luxury and fashion retail business. Made up of four multi-brand online stores, NET-A-PORTER, MR PORTER, THE OUTNET and YOOX, we connect customers to the world most coveted brands, bringing them outstanding style and an impeccable service. In addition, YOOX NET-A-PORTER Online Flagship Stores support some of the world leading luxury brands in powering their own e-commerce destinations. With 4.5 million customers in 180 countries, YOOX NET-A-PORTER takes a localised approach to serving its clientele around the globe through its network of offices and operations across the US, Europe, APAC and joint ventures with Alibaba in China and Symphony Investments in the Middle East. Across all its operations sits YOOX NET A PORTER Infinity 2030 strategy, its long-term commitment to drive a more sustainable and circular fashion system. Leveraging more than 20 years of data and insights, YOOX NET-A-PORTER continues to embrace next generation technologies including AI, augmented reality and digital ID to evolve and enhance the customer journey. YOOX NET-A-PORTER is part of Richemont. Geoffroy Lefebvre is the CEO. Follow @YNAP: Instagram/LinkedIn/Twitter/YouTube For more information visit ynap.com