Customer Care Associate

HUGO BOSS is one of the leading premium fashion and lifestyle companies with around 14,700 employees worldwide. As the most important interface for our customers, you will demonstrate your passion for our products and act as a brand ambassador for HUGO BOSS. Join a team that provides an exceptional brand and shopping experience with enthusiasm, fun and expertise - because, to create something extraordinary, we must explore new paths together. Shape your own future at HUGO BOSS!

Customer Care Associate
HUGO BOSS UK Ltd. | London | 2493 | Full-time

Working as part of the Retail Operations team who have overall responsibility for the operational and customer experience element of the Retail Model. This role will report to the Customer Care Team Leader. You will be responsible for daily customer communication, providing excellent customer care for all end consumers who contact Hugo Boss primarily via phone or email.

What you can expect:

• Be the first point of contact for customers contacting Hugo Boss and respond to their queries promptly, professionally and with due courtesy to resolve their complaint to their satisfaction within company guidelines. This will include email and phone call contact.
• Recognise common complaints and highlight any policy that may be aggravating customer complaints to liaise with the Customer Care management team and find long-term solutions.
• Understand retail law in relation to sales of goods, faulty goods, refunds, pricing and service expectations and be able to explain this to Store Management if required
• Support the retail team with information for the production of a weekly action update for stores and monthly newsletter
• Any other ad hoc duties to ensure the team maximises potential and supports the business goals
  

Your profile:

• Represent company brand values - Cooperation, respect, quality, passion, and innovation
• Be passionate and knowledgeable about the luxury retail industry
• Excellent communication skills both written and verbal, within all levels within the company
• Ability to confidently interact with customers and colleagues, and handle any customer objections to complete resolution.
• Enthusiastic, self-confident and self-motivated. Shows ambition to drive through initiatives and change to achieve company targets.
• Pays close attention to detail and accuracy and is able to think outside the box for resolutions
• Willing to adapt and take on new challenges and driven to continually improve
• Flexibility, and excellent timekeeping and attendance are essential for an operational environment
• Professionalism is maintained at all times
• Able to handle multiple demands and competing priorities successfully
• Work effectively and efficiently with the ability to establish credibility.
• Ability to learn multiple systems and confidently multi task between them

Your benefits:

• Competitive Salary & Bonus Scheme
• Generous Clothing Allowance
• Company Pension Scheme
• Subsidised Gym Membership
• Flexible working pattern including working from home