Job Description
Customer Service Executive (Direct to Consumer)
We are looking for a Customer Service Executive (D2C) to help deliver exceptional service at Tom Dixon, ensuring it is industry-leading and consistently exceeds expectations—from the moment a customer discovers our brand to long after they’ve made a purchase. This role reports to the Head of Ecommerce and will work closely with Retail to ensure that all our customers receive excellent service.
If you’re a problem-solver with a passion for people and a commitment to excellence, we’d love to hear from you. Join us and help shape the future of Tom Dixon’s ecommerce customer service journey.
Key Responsibilities:
* Handle all ecommerce, retail, and direct-to-customer queries from first contact to final resolution. This includes managing calls, live chats, and emails related to product inquiries, delivery information, complaints, or advice.
* Focus on promptly resolving post-purchase issues, including returns, damaged items, lost packages, and more.
* Ensure that the Tom Dixon service proposition is industry-leading, delivering excellence at every opportunity.
* Provide exceptional product knowledge, serving as the go-to expert for technical information and general product advice.
* Embrace the “sales through service” initiative to maximize opportunities for revenue generation through outstanding customer support.
* Monitor external customer review platforms (e.g., Google, Apple, and Trustpilot) and promptly address reviews to maintain strong customer relations.
About you:
* 1-2 years’ experience in a similar position working in either high-end luxury design or fashion retail.
* Experience working with various IT systems like Microsoft Navision, Shopify and Microsoft Outlook & Excel.
* Experience with tools such as Zendesk to manage customer queries is advantageous.
* An interest and passion for interior design and luxury products.
* Superb communication skills, a fast learner, a desire to work closely with people and a mentality of making customers happy, no matter how much effort is needed.
* Proactivity and customer centricity are key for this role
For the right candidate, we will offer a competitive remuneration package alongside the opportunity to build an extraordinary career within one of the world’s leading design agencies and lifestyle brands.
This opportunity comes with study support and provides wide-ranging experience to help ensure the right candidate's eventual qualification further down the line.
We embrace diversity in all applicant’s backgrounds. The successful applicant must have eligibility to work in the UK.