About Us:
Proudly Scottish at heart, but with a keen international outlook, Strathberry creates unique luxury pieces, handcrafted in Spain using only the very finest quality leathers and finishes. Known for its instantly recognisable bar closure and minimalist design aesthetic, Strathberry’s elegant lines and exceptional attention to detail have led to a global following.
The brand is stocked in over 33 retailers worldwide, with flagship stores in London and Edinburgh. With new investment in place to accelerate the next phase of expansion, there has never been a better time to join this dynamic business.
THE ROLE
As Customer Operations Executive at Strathberry, you will serve as the primary point of contact for customer enquiries and concerns, ensuring the highest standards of service in line with the brand's luxury positioning. This role involves managing customer relationships, resolving issues, and enhancing customer satisfaction, fostering long-term loyalty, and contributing to the overall success of the brand.
Please note: this role will be fully office-based, working alongside the rest of the Customer Service team from our beautiful Townhouse in Edinburgh city centre.
KEY RESPONSIBILITIES
Customer Operations:
1. Take the lead in delivering personalised and exceptional customer experiences, ensuring all customer interactions reflect the company’s values and standards.
2. Identify and resolve inefficiencies or bottlenecks within customer service operations. Implement solutions to streamline processes and enhance overall service delivery.
3. Maintain accurate, up-to-date customer information and case records, ensuring seamless interactions and continuity of service.
4. Engage with customers proactively to assess their needs, offer tailored product recommendations, and ensure high levels of satisfaction at every touchpoint.
5. Collaborate with other teams across the organisation to facilitate smooth operations and resolve customer issues promptly.
6. Stay informed on the latest industry trends, competitor offerings, and customer service innovations to ensure the brand remains competitive in delivering exceptional service.
7. Identify opportunities for automation, self-service options, and other technological solutions to improve the customer experience, driving efficiency and satisfaction.
8. Anticipate customer needs and maintain a sense of urgency in addressing concerns, ensuring all issues are handled with responsiveness and care.
Customer Relations:
1. Ensure all customer enquiries, whether via phone, email, chat, or social media, are resolved quickly and effectively, maintaining a high standard of service.
2. Regularly evaluate workflows and customer touchpoints, proposing actionable improvements to enhance both customer satisfaction and operational efficiency.
3. Virtually cultivate an exclusive and professional atmosphere that reflects the values and ethos of our brand, ensuring a consistent and positive experience for every customer.
Reporting & Insights:
1. Collaborating with the Head of Customer Relations to develop and enhance strategies aimed at improving customer retention and loyalty.
2. Overseeing the use of the customer service platform, ensuring its optimal functionality and effectiveness in supporting customer service operations.
3. Monitoring and improving customer feedback and satisfaction metrics, with a focus on continually improving service delivery.
4. Collecting and analysing customer service data, feedback and trends, generating reports for management to support decision making.
5. Utilising insights from data to refine and optimise customer service strategies, ensuring a high quality customer experience.
6. Staying up-to-date with industry trends and competitor offerings, ensuring the brand remains a leader in customer service excellence.
ABOUT YOU
With a friendly persona, you should be able to demonstrate the following skills and experience:
1. 3-5 years of experience in an administration/operations role.
2. Exceptional interpersonal and communication skills.
3. Strong problem-solving and conflict-resolution abilities.
4. High attention to detail and ability to work under pressure.
5. Ability to multi-task in a fast-paced environment.
Come work with us and enjoy the following benefits:
1. 29 days annual leave, plus 3 additional fixed bank holidays
2. Never work on your birthday! Additional day holiday on your birthday
3. Employer pension scheme
4. Employee Assistance Programme
5. Staff allocation of Strathberry products
INTERESTED?
To apply please submit your CV by Sunday 6th April latest. Candidates are encouraged not to delay their submission, as applications may close earlier than 6th April if sufficient interest is received.
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