House of Hackney was founded in London in 2010 by Javvy M Royle and Frieda Gormley as a new generational lifestyle brand. The brand is entering an exciting private equity backed growth phase with multi-channel expansion. We are recruiting a Sales and Customer Care Consultant to join the team at House of Hackney for 6 months. Reporting to the Customer Service Manager, you are much more than the first point of customer contact for House of Hackney: you will be our Brand Ambassadors, responsible for ensuring every interaction on our virtual sales floors exceeds our customers’ expectations.
Position: Full-time, 6-months
Location: Head Office – Shoreditch, London
Start date: immediate
Salary: £18k p.a.
THE ROLE
• First point of contact for customers contacting the website via phone, email or live chat, ensuring all communication is answered within 2-3 hours where possible.
• Respond to any customer complaints from the site; ensuring the highest levels of service are given every time and liaising with the management team to ensure a suitable resolution.
• Logging of relevant customer data ensuring any reports or logs are updated regularly and accurately as required.
• Identifying high spending or priority level customers that can be added to our VIP list to help grow our online customer base.
• Managing the faulty returns process, ensuring customers are notified of issues and discounts negotiated as needed.
• Logging this data as required and working with the Customer Services Manager to resolve issues.
• Dealing with all customer enquiries; chasing deliveries, resolving simple technical issues and forwarding client queries to relevant teams where necessary.
• Ensuring customers updated regularly regarding any ongoing queries.
• Managing the returns process; ensuring returns are processed within 24 hours of arrival.
SKILLS and experience:
• Previous sales and retail experience, preferably in a luxury environment (luxury fashion or lifestyle, department store, high-end travel and leisure)
• Excellent communication skills. You must be able to display the highest levels of accuracy (spelling, grammar, punctuation and pronunciation) in both written and spoken communication
• Able to demonstrate a high level of technical ability
• Must show an affinity with the luxury consumer
• Commercial, sales driven approach is essential
• Ability to achieve results through influence and problem solving
• Flexible attitude and positive approach
• Self-motivated, proactive and energetic
• Team player
If you feel you have the exceptional skills and talent to bring to this role please apply now by sending your CV and a winning cover note highlighting examples of relevant work.