Customer Care Executive

Hugo Boss
London, GB
13 Apr 2022
26 May 2022
HUGO BOSS is one of the leading premium fashion and lifestyle companies with around 14,600 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 Executive
HUGO BOSS UK Ltd. | London | United Kingdom | Full-time

HUGO BOSS UK Ltd | Customer Care Executive (Supervisor) | 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 Service Team Leader. This is a junior management position, you will be responsible for a small team of people, monitoring daily customer communication, providing excellent customer care for all end consumers who contact Hugo Boss, primarily via phone call, email or Live Chat. You will also support the Team Leader and Manager in the training, development and coaching of the Customer Care Associates that report to you, to improve the customer experience in line with company Claim 5 strategy.

What you can expect:

• Provide feedback to the Customer Care team managers regarding gaps in training and continual / repetitive enquiries to ensure continual development of the department.
• Act as the link between the online store operations team and the customer care team to ensure smooth responses to online queries
• Support the management team in the induction and training of new recruits to reduce employer turnover and increase customer satisfaction.
• Support the team in decision making and prioritising of workload.
• Holiday cover for the Customer Service Team Leader
• Be the first point of contact and an escalated point of contact for customers contacting Hugo Boss head office 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, letter 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

The duties/responsibilities outlined in this Job Description are not an exhaustive list, nor are they intended to be. There may be business requirements and circumstances that will alter, add or remove the need of some of the listed tasks. Flexibility is required within this role in order to meet business demands

Your profile:

• Understand and represent the brand values
• Excellent communication skills both written and verbal, with all levels within the company
• Enthusiastic, self-confident and self-motivated. Shows ambition to drive through initiatives and change to achieve company targets.
• Pays close attention to detail, accuracy and is very analytical
• Willing to adapt and take on new challenges and driven to continually improve
• 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

Your benefits:

  • Competitive salary and attractive benefits
  • A supported training programme in the role
  • Flexible working environment

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