Deliver exceptional customer service via phone and email, ensuring a great shopping experience for our luxury client. Location: Hemel Hempstead (office-based). Schedule: Monday - Friday, 37.5 hours per week. Skills: Strong communication and negotiation skills. Passionate about customer service and sales. Enthusiastic about the brand. Highly organised and able to prioritise. Flexible and solution-oriented. Excellent written and verbal communication. Preferably experienced with Zendesk and Netsuite. Computer literate, knowledge of Excel and Photoshop is a plus. Team player with a 'can-do' attitude. Attention to detail and tidy work ethic. Responsibilities: Handle customer queries (orders, returns, complaints) via phone, email, and live chat. Resolve queries efficiently within company standards. Communicate customer feedback internally. Provide product information and support. Build customer relationships and assist with purchasing decisions. Identify cross-selling opportunities. Enhance customer experience and resolve dissatisfaction. Fulfil web and mail orders, check payments, and prevent fraud. Liaise with marketplace accounts and other teams. Manage returns, refunds, exchanges, and replacements.