Senior Customer Care Executive - London, United Kingdom - Tiger Recruitment Ltd
Description
A luxury fashion brand is looking for a Senior Customer Care Executive to join their Customer Care team on a temporary to permanent basis.
They're a really friendly and close-knit team. Their offices are based in Fulham and they offer hybrid working (Monday and Friday are wfh).
They are looking for someone ideally with a background in customer care in retail, but they are open, as long as you are confident using Excel/CRM/Salesforce.
Who you are:
What you'll do:
- Act as the main point of contact for external enquiries
- Ecommerce & Retail.
- Liaise with internal departments
- Generate summary and forecasting reports, working to analyse data and to identify opportunities.
- Ensure that operations run seamlessly, working to identify resolutions to ensure exceptional service levels.
- In partnership with the 3PL, ensure efficient and timely deliveries always, proactively working to identify issues ahead of time.
- Suggest and implement resolutions necessary to achieve revenue KPIs.
- Support warehouse team
- Act as a point of escalation within the team setting a good example of working practices.
Who you are:
- Extensive experience in Luxury and Premium customer service
- Able to work well under pressure and with tight deadlines.
- Bilingualism is desirable but not essential.
- Ability to adapt to change.
- Demonstrable problem solving and problem identification skills.
- Ability to handle challenges in a professional manner.
- Goal oriented, selfsufficient, organised and values continuous improvement.
- Advanced Excel skillset, able to build reports from scratch and to confidently use formulas such as Sum IF, VLOOKUP, Pivot Tables, Macros etc.
- Experience in using NAV & Salesforce desirable.
- Selfmotivated, able to identify areas of improvement and opportunities for development.
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