Customer Service Advisor

JOB TITLE: Customer Service Advisor *MATERNITY COVER: 6-8 MONTHS* REPORTS TO: Head of Customer Service DEPARTMENT: Customer Services LOCATION: Remote HOURS: Mon-Fri: 9am-5pm COMPANY PROFILE Solace London is a British Womenswear brand founded by Laura Taylor-Ferguson and Ryan Holliday-Stevens in 2013. Long-time friends and collaborators, the duo share a dynamic background spanning design, production, retail, marketing and creative direction. Their combined sensibilities are visible in collections that continuously blur the line between statement making and wearability. With fabrication and technique driving the design process, the pair describe their aesthetic as “bold, confident, refined. Modern futurism is balanced with timeless minimalism”. The result is distinctly graphic defined by precision cuts, craftsmanship and a signature look of sophistication. THE POSITION Solace London and our Customer Service team, are renowned for our exceptionally high standards of service. As a voice of the brand you will be responsible for maintaining these standards and providing a World class shopping and service experience to all customers. The Customer Services Advisor will report to the Head of Customer Service and will work to ensure accurate, on time and safe delivery of all orders, as well as driving sales and answering customer enquiries. 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 are passionate about service delivery. The Solace London Customer Service team is going through an exciting period of growth and we’re looking for a self-starter who is passionate about delivering excellent customer service, to join us on this journey. GENERAL RESPONSIBILITIES • Consistently provide excellent Customer Service • Communicate with customers via e-mail whilst maintaining our brand tone of voice and delivering to our KPI’s • Answer all pre and post-sale queries regarding product, delivery and returns • Communicate with our customers regarding any stock, payment or delivery queries • Monitor the order lifecycle of customer orders • Work with our fulfilment centre and carriers to ensure that the customer has the best delivery experience • Pro-actively contact overseas customers to make them aware of possible customs clearance charges • Use customer feedback to promote and share customer trends with management and colleagues • Work with e-commerce in the management of our customers’ online shopping journeys • Ensure imagery, descriptions and online communications are correct CANDIDATE PROFILE • Proven track record of working effectively and efficiently within a busy retail or e-commerce environment. • Experience with a Luxury retailer is desirable • Good administrative and literacy skills • Exceptional written and verbal skills in English- additional languages a plus • Previous experience with contact centre software (Zendesk, Salesforce, Order Management systems) is desirable • Sharp attention to detail with a systematic and logical approach to work • A passion for building customer relationships and delivering exceptional service experiences • The role is initially to cover a 6-8 month Maternity leave period but with potential to extend • This is a fully remote position but occasional in-person training may take place from our London studio WHAT WE OFFER • Join a diverse team of people whom we learn from every day • The chance to train and develop your skills in a fun and fast paced environment