Sales and Customer Care Consultant

Net-A-Porter Group

Our Sales and Customer Care Consultants are much more than the first point of customer contact for NET-A-PORTER.COM, THEOUTNET.COM, and MRPORTER.COM channels: they are our Brand Ambassadors, responsible for ensuring every interaction on our virtual sales floors exceeds our customers’ expectations. With 11 Customer Care centres around the world, we are able to speak with our customers 24 hours a day, 7 days a week, across a multitude of languages.

Key Responsibilities:

  • To assist customers with any issues with regards to their returns or their orders via emails or by phone
  • Communicate promptly any information to customers about their orders
  • To help customers to register online and/or to process their orders
  • Deal with complaints and escalation process where necessary
  • To handle difficult customers with professionalism
  • To be able to deal with customers with late returns and faulty goods
  • Liaise with Fulfilment for any issues with customers’ orders
  • Liaise with shipping department over issues raised by customers with regard to either orders or returns
  • To assist Finance Department with customers on security checks (calls or emails)
  • Liaise with Finance for any accounting enquiries and flag accounting issues raised by customers
  • Maintain a high level of service awareness at all time
  • Active use of order tracker and order database
  • To help customers with product enquiries

 

Skills and Experience:

  • Excellent experience with Customer Care in an office environment or on the shop floor
  • Previous contact centre experience is beneficial
  • Excellent written and verbal communication skills. Fluency in a second language is beneficial.
  • 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

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