Customer Care E - Commerce Project Advisor

Luxury

RJUK ref: 6055

Salary: competitive

Customer Care E - Commerce Project Advisor, London W1, Luxury Retail

6 month initial contract with a view to perm

An opportunity to join a beautiful luxury brand at their UK London Head Office

Purpose of the role:

- The successful set-up and ongoing success of the new Customer Care Service Europe division.

Responsibilities:

- You will be responsible for managing complex complaints across all our contacts (email, phone, chat and social media), coming from several countries in Europe, and ensuring that they are resolved quickly, efficiently and professionally.

- Work in collaboration with both the internal teams (main one based in Paris and other team members in UK), and external teams.

- Liaise with UK service providers, and more particularly with our logistics provider about returns, exchanges, breakages, disputes and transport claims in UK. You will also responsible for the daily bridge between the E-commerce UK team and the CCS team.

- Improves, monitors and ensures the smooth running of new procedures for Customer Care Service

- Ability to use platforms Zen Desk, Magento and new software in your day to day role

Profile required:

- High level of the English language (Communication/Written).

- A good level of French will be appreciated for internal & external communication. Any other European languages is a plus.

- 2 to 3 years of similar professional experience in a Premium/Luxury customer service or highly service-oriented environment in an international environment.

- The candidate with Bachelor’s degree or equivalent, ideally with a specialization in E-Commerce/digital and Customer Relations.

- Strong knowledge of E-commerce.

- Functional knowledge of logistics back office, especially Egonet.

- Knowledge of e-commerce fundamentals and more specifically, customer returns and refunds.

- Knowledge of PayPal solutions.

- Strong experience in the management and/or use of technology solutions, especially Zendesk and Magento.

- Strong knowledge of social networks and more specifically the management of issues related to orders.

- Strong knowledge of luxury industry.

- Strong knowledge of Pack Office.

Only candidates with CVs most closely matching the Job Description will be contacted.

Your contact for this position is Keri Levan