Customer Care – Temp

About the Role

This is a temporary position that has the potential to go permanant for the right candidate. You will be primary point for all customer enquiries and repairs/returns for the business. You will be required to speak to customers regularly via email and telephone handling any queries effectively and managing all repairs and ensuring all escalated queries are dealt with immediately. You will be expected to deliver a premium level of service that exceeds customer expectations, always.

Responsibilities

Responsibilities will include, but are not limited to:

• Dealing with customer enquiries – both wholesale stockists and customers via email, telephone and social media ensuring they receive an exceptional service always. All customer emails must be answered within 48hrs – this includes handling the international inbox enquiries.

• Monitoring and responding to any customer care related enquiries that come through on social media in and out of office hours – this will be managed on a rotational basis between members of the CC team.

• Managing all Head Office repairs to the business and logging all information onto the returns tracker. This will involve carrying out repairs in our studio and ensuring all repairs are turned around within a 4-week period.

• Ensuring the repairs department is well organised and tidy.

• Working with our UK and International repairs centers to ensure that the repairs process is managed smoothly and that after-sales is aligned globally. You will work with the repairs centers to ensure that their needs are met - this could involve assisting with ordering additional spare parts. You will also ensure customers are directed to their local center where applicable.

• Maintaining records – for example the repairs inventory / repairs price list for stockists and customers

• Issuing refunds where applicable and updating the refund tracker accordingly and ensuring any refunds are signed and filed away.

• Issuing any stockiest credits/debits where applicable.

• Full and detailed knowledge of current and future styles – you will be expected to know the styles and prices of current styles and future styles to offer advice to customers.

• Full and detailed knowledge of all stockists - UK & International.

• Ensuring post is opened and distributed as soon as it arrives

• Management of all post /arranging couriers and ensuring that all parcels are well presented and correctly packaged always. Sending parcels in the most cost-effective way and being sensitive to costs to business. Must make sure everything is at the post office/ready to be collected by 4.30pm every day.

• Ensure any tracking details are obtained for any parcels sent and receipts relating to parcels sent are given to the accounts team and any important information retained. • Liaising with our warehouse on any delivery issues and ensuring parcels are delivered in a timely manner.

• Handling any Fraudulent orders / PayPal disputes in an effective and timely manner making sure that these are resolved without detriment to the company.

• Processing glass replacements/strap replacements/ logging them on system and raising invoices for the same ensuring these are handled in a timely manner.

• Ensuring all Personalised/Studio orders are dispatched within the delivery times advised. Skills

• Experience working within a Customer Care team in an office environment

• Experience with Microsoft packages

• Commercial, sales driven approach is essential

• Must demonstrate an appreciation and understanding of the importance of customer care as a function within the business

• Excellent written and verbal communication skills

• Proactive self-starter with ability to use own initiative

• Excellent organisational skills and ability to multitask

• You will thrive in a fast paced, challenging environment

• Good team-player

• Reliable and consistent

• Willing to work extra hours if needed over busy periods and be prepared to work weekends and bank holidays if needed

• Web and social media savvy

• Has a consistently positive attitude to Olivia Burton, its products and people, leading to the delivery of an excellent customer experience in line with Olivia Burton’s brand ambitions.