Customer Experience Manager - London, United Kingdom - Atelier Ellis

Description

About the role:

As the Customer Experience Manager at Atelier Ellis you will act as an ambassador for the brand, ensuring that all our customers receive the best possible experience. You will be responsible for responding to all inbound communications from our retail and trade customers across all our platforms – including email,  in person  and telephone – ensuring that a consistent and beautiful service is delivered. 

This is a new role that will be looking after both our retail and trade customers including bespoke, with opportunities for growth.

Location: Our Atelier on the south side of Battersea Park – we will be moving in 2022, but we will still be based in SW or SE London.

Your key responsibilities will include, but are not limited to:

• Developing a customer experience protocol based on our brand values.
• Creating and managing systems that ensure we are both efficient and beautiful in the way we work with our customers
• Positively representing the Atelier Ellis as the first point of contact for both retail and trade customers and providing an exceptional level of service to all customers to aid them on their sales journey
• Handling phone calls and emails with our customers, which may include colour or product queries, orders, deliveries,
• Responding promptly and efficiently to our customers in a kind and professional manner.
• Providing general administrative support around the office when and where necessary.

About you:

• You will have minimum of 3 year’s experience in a retail or online customer service-related role
• Experience working with another interiors or luxury brand is preferable
• Proficiency using IT systems, Mac based.
• Exceptional verbal and written language skills – you must be confident, courteous, articulate and eloquent.
• Excellent people skills and confidence when dealing with customers, both on the telephone and in person, if required.
• Ability to remain calm under pressure and manage difficult conversations and queries
• Willingness to “go the extra mile” to deliver the best possible customer experience
• Understanding of the importance of promoting and reflecting the image of Atelier Ellis.
• Self-motivation with a ‘can do’ attitude, able to stay on top of all customer queries whilst willing to help out colleagues in other teams if required.
• A good level of numeracy and the ability to produce and maintain accurate records.