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CUSTOMER SERVICE REPRESENTATIVE (FRENCH & GERMAN SPEAKING)

Employer
Theory
Location
London (Central), London (Greater) (GB)
Closing date
17 Jun 2021

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

Job Details

With an increasing number of projects at Theory to enable the ambitious growth plans for the next 3 years, a new position has been created as part of the operations and Logistics team. Theory is growing the B2C business throughout Europe and as part of this the major European markets will need the very best of customer service. An opportunity has therefore arisen to be a part of this exciting project.   

This role acts as a voice of Theory and will therefore contribute to the growth of the European B2C market through customer engagement and great customer service. The successful applicant will need to be confident in a customer facing role, be knowledgeable about how to work in a B2C environment and then know when to escalate matters if required. Experience in the issues involved is important as is an understanding of the nature of luxury and fashion e-commerce, together with a desire to constantly improve customer service levels during a transitory stage in Theory’s development. The role will report directly to the Logistics Manager.

 

ROLE OBJECTIVES

To assist with the profitable growth of Theory’s UK and European B2C business.

  • To ensure highest level of customer service in line with Theory’s vision and values
  • To constantly improve the customer experience in collaboration with the Operations and E-commerce Manager

RESPONSIBLITIES

  • First point of contact for customer queries through several channels including telephone, written correspondence, email, social media, secure messages and web/live chat in English, German and French.
  • Providing outstanding service to Theory’s customers
  • Developing in-depth knowledge of our customer’s needs and products
  • Assisting the customer with service and product enquiries
  • Liaising with the warehouse on queries around fulfilment, transport and returns
  • Liaising with the Finance team on fraud and security checks
  • Resolving customer complaints in a timely and efficient manner by investigating and prioritising escalated queries
  • Reporting on issues and trends observed through the daily interaction with customers.

REQUIRED

  • 1-2 years experience working in a customer facing role in a luxury/fashion environment
  • Service mindset and commercial awareness
  • Fluent in English, German and French (written and spoken)
  • Experience in using IT systems such as OMS, CRM
  • Team player
  • Excellent time management and ability to multitask

Company

Founded by Andrew Rosen in 1997, Theory revolutionized the contemporary market with its concept of the urban uniform, a modern edit of elevated essentials. 

The Fast Retailing acquisition of Theory in 2004 spurred global expansion of the brand; today, Theory operates 221 freestanding stores worldwide. The launch of e-commerce in 2010 and collaborative relationships with department and specialty stores continue to position Theory as a continually expanding international omnichannel phenomenon. 

A leader in Fast Retailing Group's dossier, Theory balances luxury with accessibility in collections with integrity known for their precisely tailored silhouettes and exceptional fabrics.

Company info
Location
38 Gansevoort Street
New York
US

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