Aristocracy London is a fashion house that owns a number of luxury menswear brands. Our customers are dreamers, doers, thinkers and leaders, and we set ourselves high standards in terms of the customer experience we offer and the commitment to our mission.
Our fashion house is growing quickly with new showrooms and exciting plans for the months to come. We want our team to remain close knit as we expand and we’re looking for people who share our values and want to develop their talents and grow with the company.
Job Purpose:
We're looking for a Customer Experience Manager who will manage our communications with customers and provide superior customer service at all touchpoints of our interaction with them. In this role you will:
1. Provide assistance to customers via telephone, email or other messaging channels
2. Process the in-store and online orders, returns and refunds
3. Liaise with the courier services to ensure orders are dispatched in a timely manner
4. Manage the stock and respond to customer reviews
5. Provide a holistic customer service experience, including deciding how to deal with customer queries and when to escalate them to management as well as understanding and implementing company policy and retail law
6. Recruit, train and line manage customer experience associates, as needed
This is a full-time, 5-days-a week, role and your rota may include weekends. Remote working isn't possible due to the nature of the role.
Your Profile
* Experience in customer service, preferably in fashion or luxury retail
* Excellent IT skills
* Excellent communication skills and an understanding of EDI
* Excellent command of the English language
* Attention to detail and accuracy are key
* Right to work in the UK
Your Benefits
* 22 days annual leave plus 6 days in lieu of bank holidays
* An extra day off for your birthday
* Internal and external training
* Staff discount, which can be shared with friends and family
People unleash their full potential when they’re free to be themselves. We believe in equal opportunities and we recruit solely based on skills and experience.
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