JOB TITLE                     Full Time Customer Services Advisor

REPORTS TO                 Customer Services Manager

DEPARTMENT                Customer Services

BASED                          Paris OR London

HOURS                         Rotational Shifts

Mon-Fri: 8am-6pm

Sat: 8am-5pm

COMPANY PROFILE

Innovative and audacious, Eres launched itself into the swimwear universe more than fifty years ago displaying unique style and know-how. Its lingerie lines, with a graphic and pure design, reveal another expression of its creativity, always combining elegance and technicality.

THE POSITION

The Eres Customer Service Team is based at their brother Brand Orlebar Brown Head office in London and looking for a full-time customer service advisor to join the Team in London.

ERES and the Customer Service team are renowned for their standards of service, and as a voice of the brand you will be responsible for maintaining this high standard. The Customer Services Advisor will report to the Customer Services Team Leader and will work with the team in London to ensure accurate, on time and safe delivery of all orders as well as driving sales and answering customer enquiries via phone, email, live chat and Clientelling.

It is vital that we not only ensure that all orders are delivered promptly and correctly, but that we make customer satisfaction a priority and be passionate about service delivery.

Furthermore, initiative is crucial for pro-active contact so to build relationships and encourage sales.

GENERAL RESPONSIBILITIES

CUSTOMER SERVICES

·       Providing excellent customer service is a pivotal part of this role. You will place orders, process exchanges and refunds, whilst answering any questions all in a prompt, courteous and efficient manner.

·       You will communicate with customers via the phone, email, live chat, clientelling and social media all within our service levels and delivering to our KPI’s.

·       Monitor the order lifecycle of customer orders. Communicate with our customers of any stock, payment, delivery queries. Work with our warehouses and carriers to ensure that the customer has the best delivery experience.

·       Monitor and respond to all feedback and communicate with customers as required. Use feedback to promote and share customer trends with the management team and business colleagues.

·       Work with colleagues within e-commerce, retail and CRM in the management of all customer online shopping journeys. Ensure imagery, descriptions, FAQ’s and communications are correct.

CLIENTELING :

·       Establishing long-term relationships with key customers based on data about their preferences, behaviours and purchases.

·       Provide product recommendations and try-on services where and when required via email, phone and SMS.

·       Take part in any new sales initiatives to drive customer engagement and sales opportunities.

SYSTEMS KNOWLEDGE :

·       Use Zendesk to respond to customers in an efficient and timely manner and work towards all SLA’s and KPI’s.

·       Work with multiple order management systems to update customer details; process orders; monitor stock levels and movement; handle exchanges and refunds.

EXPERIENCE 

·       Proven track record of working effectively and efficiently within a busy retail or e-commerce environment. 

·       Experience with a Luxury retailer. Background working on the shop floor, Personal shopping or direct sales. 

·       Good administrative and numeracy skills. Previous experience with contact centre software (Zendesk, Salesforce, Order Management systems) is desirable. 

CANDIDATE PROFILE 

·       Fluent in French and English . Exceptional written and verbal skills in both.  

·       Additional languages are of interest – Spanish, Italian and German.  

·       A passion for building customer relationships and delivering exceptional service experiences at every touchpoint.  

·       Experience working within a customer services and sales environment, for a luxury brand. Confidently convey relevant product and style advice personalised to each customer.  

·       Professional and confident with a great telephone manner. 

·       Sharp attention to detail with a systematic and logical approach to work. Great listening skills and passionate about finding solutions to customer queries and complaints.   

·       Passionate about service and willing to go the extra mile for customer needs. 

·       Someone who enjoys getting real satisfaction from their job and giving their full effort. 

·       Enjoys working as part of a team. A highly motivated, self-starter confident to work independently when required. 

A potential ambassador of the House who could be in a boutique tomorrow 

WHAT WE OFFER 

·       Join a diverse working environment of people whom we learn from every day.  

·       The chance to train and develop your skills in a fun and fast working environment.   

It’s never just a job at ERES. It’s a way of life. We live and breathe our brand values – to take part to every woman’s wellbeing thanks to elegant, comfortable and sustainable creations. 

Our team defines who we are and how we get the job done. We believe each role is as unique as the person who does it.  

Direct applicants only. Recruitment agencies – thanks for reading, but we’ve got this one covered!

1. Quick phone call from Sabrina, Manager of the team

2. Written test : French and English

3. Interview with Sabrina and Sugitha (HRBP)

4. Final interview with Luca (Head of Client Experience)