Customer Service Executive

Heidi Klein

Share with a friend

Job Details

Job title

Customer Service Executive, Heidi Klein

Location

London, United Kingdom

Level

Executive / Coordinator

Function

Operations

Posted

Contract

Full-time, Salary Unspecified

Share with a friend

Job Description

Full Time: From 9am to 5.30pm. This might change on peak times including weekends and late shifts.

North London

A vacancy has now arisen for a customer service executive to join our small, dynamic and performance-focused team at this exciting time in our brand’s story. As a luxury brand, Heidi Klein is committed to offering superlative service across all channels. Our Customer Service Executives provide this to online and remote customers, ensuring their brand experience is just as immersive and impressive as being served face-to-face in a Heidi Klein store.

The Ideal Candidate

The primary function of the Customer Service Executive is first and foremost to drive conversion - both directly in terms of orders taken over the phone / live chat, and indirectly by supporting customers as they shop online:

  • Proactively offering advice on styles and fit
  • Offering accurate and individual advice on sizing
  • Making relevant and thoughtful switch-sell suggestions when a product isn’t available in the customer’s size
  • Upselling by recommending coordinating items or accessories to complete a look
  • Answering all customer questions in a timely and accurate manner
  • Ensuring that any erroneous or missing product information is flagged to the e-commerce team to backfill so that future customers can make more informed purchasing decisions
  • Meeting our response time targets

The secondary function is to support our customer retention and repeat order objective through offering memorably responsive aftercare, acting as the customer-facing point of contact for all after-sales enquiries relating to other internal teams including:

  • Operations, for all fulfilment issues
  • Production, for all faulty item issues
  • Ecommerce, for all UX issues and product information issues

Unfortunately, due to the expected volume of responses, we will only be able to respond to successful candidates.

About Us

Heidi Klein is a leading luxury swimwear and beachwear brand. Established in 2002, the brand is best known for it's expertly fitting swim that is effortlessly chic and refined.

Heidi Klein has three stores - two in London (Chelsea and Notting Hill), one in New York City and multiple pop-ups in exotic locations around the world. The brand is also stocked in over 140 stores across 50 countries, including Net-a-Porter, MyTheresa, Selfridges and Saks Fifth Avenue.