Customer Care Consultant
Description
Key Responsibilities:
1. Customer Support
- Assist all customers over phone, chat, and email in a timely manner, ensuring we are providing best practice and on brand customer care to our customers.
- Accurately lodge all customer details, phone sales, complaints, and queries in Zendesk.
- Assess goods for quality assurance and come to the best resolution for the customer and brand.
- Process return to sender orders.
- Work with our stockists and drop ship partners to resolve customer queries.
- Liaise with the warehouse, couriers, and internal departments to resolve customer queries, and proactively work together to identify potential issues before they occur.
- Respond to customer product reviews and feedback, and report to the relevant department.
- Assist the online and marketing teams with competitions by creating vouchers and contacting customers.
- Liaise with customers over all social media platforms.
- Resolve customer issues flagged by our fraud system.
- Provide accurate and succinct reporting when required.
- Accomplish all tasks to KPI standards.
- Escalate issues to the Team Leader and Customer Care Manager.
- Keep up to date with all new products, new seasons, and promotional activity.
2. Store Support
- Support our stores with a range of queries, escalations, and customer support.
- Follow-up on outstanding orders.
- Respond to store IT Service Desk requests.
3. Brand Ambassador
- Be a brand ambassador by representing our brand values and supporting the wider team; including retail, ecommerce, CRM, email marketing and logistics, to better service customers where relevant.
- Actively participate in one on one’s and coaching and training sessions.
- Support the Customer Care manager with ad hoc tasks.