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Russian speaking customer care consultant

Company Name:
NET-A-PORTER
Key Responsibilities:
Act as a Brand Ambassador:
Follow the Customer Care Department Standards for Excellence, ensuring you deliver an outstanding shopping experience to every customer contact, in all forms of communication (current channels include telephone, email, live chat and social media)
Achieve sales targets by maximizing all customer contact opportunities to provide product knowledge, increase units per transaction and sell across all channels.
Build a Customer Story around each contact: identify ways to personalize the experience of every customer, whenever possible.
Capitalize on these Customer Stories to create lasting relationships with your customers - encouraging repeat shopping behavior wherever possible
Proactively reach out to new and potential customers to generate sales opportunities
Take a proactive approach, anticipating and preventing any barriers to a totally seamless customer experience
Take responsibility for resolving customer complaints as quickly as possible, using the escalation process where necessary and follow up as needed, crucially you are responsible for ensuring that any challenging situation is turned into a positive experience for your customer.
Act as a Buddy and Mentor to new members of the team
Participate in team meetings and training sessions.
Work together with your fellow team members to support each other at busy times and in demanding situations.
Always deal with the most difficult customers in a willing and professional manner, aiming to turn negative situations into a positive outcome and using available resources to solve problems.
Use all CRM systems confidently and accurately to record customer and order details ensuring smooth team communication and resolution of cases
Communicate company policy to customers as necessary and observe at all times client confidentiality and company policies for data protection and security.
Ensure that the in-house processes and procedures are adhered to at all times
Feed customer requests and information upwards to the Sales and Customer Care Senior team to improve the customer experience.
Experience, Skills and Ability:
Previous sales and customer service experience, gained in a luxury environment (luxury fashion, department store, high-end travel and leisure, HNWI financial services)
Excellent communication skills: you must be able to display the highest levels of accuracy (spelling, grammar, punctuation and pronunciation) in both written and spoken communication
You will be dealing with customers in Russian and English so you will need to be fluent in both
As our teams work across multiple platforms and channels, it's essential that you're able to demonstrate a high level of technical ability with off-the-shelf and bespoke software applications
You must demonstrate an affinity with the luxury consumer, and a deep understanding of branded luxury fashion. You will possess a commercial mind-set, as a sales driven approach is essential
You will be professional and discreet: protecting the confidentiality of our customers will be second nature to you
Ability to achieve results through influence and problem solving
Excellent organizational skills and ability to multitask
You must be IT literate with the ability to pick up new systems quickly
Flexible attitude and positive approach to change
Self-motivated, proactive and energetic
You will thrive in a fast paced, challenging environment
Team player
We ask for flexibility around working hours as you must be willing to work a rotational shift pattern between 8am and 9:30 pm, and be prepared to work weekends and holidays.


Angelina Lytvynenko,
Proffesional recruiter
aworkabroad.com
twitter.com/angworkabroad
facebook.com/angelina.aworkabroad
linkedin.com/pub/angelina-lytvynenko/ba/787/199


Apply Now: http://app.betterinterviews.com/careers/WorkAbroad/vacancies/4917?board=

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