The art of the perfect fit

Customer Services Representative for Handbags and Sneakers, Online Marketplace

Posted: 09.11.2022
Contract Type: Full-time
Job Type: Contract
Pay: Dependent on experience
Location: London, UK
Tenure: Permanent
Job description:

Our client, a leading online marketplace, is seeking a Customer Service Representative for Sneakers and Handbags to join their busy team. The position is not a conventional customer service role as no outreach is performed, instead, it is logistic customer service-based. The working hours are 9am-6pm, Monday to Friday.

Qualifications:

  • 1-2 + years experience of a call centre, front of house or from a customer service environment
  • Leadership experience
  • Experience resolving multifaceted customer queries
  • Agility, comfort with changing/ evolving direction
  • Strong communication cross functionally is essential
  • Ability to work independently to achieve goals on time
  • Time management/ sense of urgency
  • Extremely detail oriented and coordinated
  • Curiosity about Luxury Sneakers & Luxury Handbags
  • Product exposure (nice to have)

Skills:

  • Good communication skills- both written and vocally
  • Problem solving
  • Adaptable
  • High level of initiative
  • Can work independently
  • Word, Excel, Google Chrome, Powerpoint

Responsibilities:

  • Day to day exceptions management for Sneakers (including but not limited to): SNADs, PSNADs, Fakes, Need a Label, Need Determination Guidance
  • Day to day warehouse management of (including but not limited to): Receiving, Shipping and State of Warehouse
  • Oversees the Exceptions and Warehouse Teams
  • Capacity planning across warehouse & exceptions teams
  • Responsible to arrange temp workers after Operations Manager has approved request
  • Responsible to ensure temp workers are properly instructed and efficient throughout the day
  • Responsible for creating a good working relationship with Customer Services Manager to ensure exceptions are resolved quickly and efficiently
  • Works closely with Authentication Managers from each category as well as Operations Manager in order to run a streamlined process with focus on quality
  • Owns the productivity measures/KPIs for the respective functions: warehouse & exceptions
  • Revisits, at least monthly, the processes and aligns with the Operations Manager and other global teams on process improvements, best practice, trends and ongoing issues for example; more streamlined PSNAD processes, improved productivity between GCX & CX