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Customer Service Representative

Employer
Manolo Blahnik
Location
London (Central), London (Greater)
Closing date
15 May 2021

View more

Function
Customer Service
Level
Coordinator / Executive
Contract Type
Permanent
Hours
Full Time

Job Details

Department:  Ecommerce 

Reports to:  Senior Ecommerce Manager 

 

Our Values: 

  • Every day the energy, creativity and passion of Manolo permeates through our business.
  • We believe in the artist and the artisan; we are innovative while still protecting our heritage.
  • We strive for timeless beauty and quality craftmanship. 
  • We celebrate curiosity and believe in working proactively and being solution focused.
  • We believe in upholding family values; we treat everyone with honesty, respect and kindness while nurturing our teams to deliver excellence.
  • We believe in making people smile.

 

Purpose: 

Working within the Ecommerce function, to act as primary point of contact for all customers.  To ensure the highest level of customer service is delivered to our customers in line with Manolo Blahnik values, therefore improving the overall customer experience.  

 

Responsibilities:  

  • Ambassador: be the face of Manolo Blahnik and act as primary point of contact for all customers. 
  • Prioritise and process customers enquiries, via email, phone, webchat or any other communication method. 
  • Assist with product and service enquiries as well as placement of orders, monitoring order status or returns/exchanges. 
  • Liaise with the Warehouse and Shipping department and any other third-party regarding enquiries and issues related to the Manolo Blahnik Ecommerce store. 
  • Liaise with Fraud team and customers on security checks, where necessary. 
  • Investigate and resolve customer complaints; escalate process (if necessary) in order to respond to, and resolve, customer issues in a timely and organised manner. 
  • Through the use of Ecommerce systems, exceed customer expectations, by providing excellent service. 
  • Communicate with customers, providing regular updates on orders, complaints or other enquiries.  
  • Work alongside the Ecommerce team in elimination pain points for the customer and improving processes at all times. 

Any other tasks as requested.   

 

Skills and Experience Required: 

  • Experience in customer service, preferably in a luxury and/or fashion retail environment. 
  • Good attention to detail. 
  • Fluent in English language.  
  • Team Player: Ability to work effectively in a group to develop productive working relationships. 
  • Network: Ability to converse with a diverse range of people at all levels and build relationships and network easily, both internally and externally. 
  • Communication: Strong verbal and written skills. 
  • A genuine interest in fashion and passion for customer service. 
  • Experience with CMS and stock management systems. 
  • Ability to prioritise tasks and ensure delivery of results within tight deadlines. 
  • Ability to be pro-active, use initiative and work independently or as part of a team. 
  • Proficient use of IT systems, both customer service specific and MS Office. 
  • Excellence: High level of finesse and excellence required in delivery of all tasks.  

 

Skills and Experience Desired: 

  • Additional languages. 
  • Experience with Zendesk. 

Company

About Us

Manolo Blahnik was established in 1970 in Chelsea, London. We are an independent, family run, British brand with global recognition, you will find our headquarters in Central London with partners around the world.

Manolo’s passion and creativity is our driving force.  Over the decades we have become known for our dynamism, independence of spirit , creativity and quality as well as timeless styles which loyal customers come back to again and again.

Our ethos is to optimise and not maximise, making decisions that feel right.

 

 

 

The Values

Every day the energy, creativity and passion of Manolo permeates through our business.

We believe in the artist and the artisan; we are innovative while still protecting the heritage of the house.

We believe in working proactively and being solution focussed.

We believe in upholding family values; we treat everyone with honesty and respect while nurturing our teams to deliver excellence.

We believe in making people smile.

Company info
Location
London
GB

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