NET-A-PORTER.COM was launched in June 2000 and has since successfully established itself as the world’s premier luxury online fashion retailer. With its acclaimed editorial format, express worldwide shipping to 170 countries, luxurious packaging and easy returns, NET-A-PORTER offers an unparalleled shopping experience. NET-A-PORTER.COM is the flagship brand from the NET-A-PORTER group which comprises theOutnet.com (the most fashionable fashion outlet) and MRPORTER.COM (the global men's style destination).
We currently have a fantastic opportunity for a Senior Sales and Customer Care Advisor. This is a key role within the Sales & Customer Care Team covering all revenue channels, supporting Supervisors to organise the team’s day to day operations and oversee the workload, as well as leading by example with sales and productivity. You will be the first point of escalation for the team, and will also be a key point of liaison between internal departments on issues, highlighting problems and composing solutions
”NET-A-PORTER is doing exactly what most observers have always believed couldn’t be done; it is selling cutting-edge fashion over the web.” Financial Times
Organizes daily team tasks based on business priorities and Service Level Agreements. Maintains and monitors call and email inflow.
Measure team performance to Service Level Agreements and evaluate customer contacts.
Actively promotes extended services as a customer benefit through excellence and consistency of customer service.
Maintain a high level of service awareness at all time by acting as a central point of contact for advisors and an ambassador for the team.
Confident first point of escalated complaint resolution, issuing refunds and compensation as appropriate
Encourages the team to take ownership to resolve customers' issues at first contact
Leads by example in all areas including customer contacts, sales and workload and working in multichannel folders.
Motivates team to achieve personal sales and workload targets. Encourage cross channel sales and drive units per transaction.
Participates in presentations, projects, meetings and reporting.
Liaises between internal departments on issues; highlights problems and composes solutions.
Identify training needs and work with the Senior Sales & Customer Care Coach to up-skill advisor team
Communicates all outstanding customer issues to Supervisor at the end of shift for follow up.
Monitors and works with team to process delayed or held orders (XT queue)
Ensures the team accurately classifies all activities in the contact management system and assists the Supervisor with the weekly report.
Ensures that the in-house processes and procedures are adhered to at all times.
Addresses minor staff issues immediately,(e.g.: absence/ lateness/ inappropriate behavior), record and follow up to maintain team productivity
Experience, skills and ability:
Previous sales/ retail management experience, preferably in a luxury environment
Successful candidates will have previous experience as an Assistant Manager in a retail environment
Excellent communication and presentation skills
Demonstrates people management skills, ability to lead and motivate a team
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 to change
Self-motivated, proactive and energetic
We ask for flexibility around working hours as you must be willing to work a rotational shift pattern between 8am and 9:30 pm, and be prepared to work weekends and holidays.