Customer Service Coordinator - Omnichannel

The Omnichannel Customer Service Coordinator will deal with all customer-related enquiries and complaints efficiently and promptly. The successful applicant will work alongside the Omnichannel Customer Services Manager to support the Customer Services team in providing an excellent standard of customer service, aftersales care and overall client experience.,

• Work alongside the Omnichannel Customer Services Manager to create, review and enhance processes, procedures, and policies for each interaction type in relation to customer contact, category and channel
• Maintain and share customer service knowledgebase in conjunction with the wider Omnichannel team whilst ensuring in line with company policies
• Create, update and maintain response templates catering for each customer type, interaction type and channel type, in line with the Brand tone of voice
• Liaise with a multilingual Customer Services team, ensuring all customer queries are answered efficiently and in line with processes
• Support the Omnichannel Customer Services Manager in the Quality Assurance of CS agents' performance and participate in calibration calls with the call centre team
• Report on CS performance and suggest service improvements, including initiatives to reduce the number of escalations to JC Omni teams
• Work alongside the e-commerce aftersales Specialist and external partners to ensure smooth repairs of any customer technical issues.
• Work alongside the Omnichannel Customer Services Manager to resolve client cases successfully, through efficient problem-solving, communication and suitable recommendations, PLEASE NOTE: When attaching your CV or work examples it is very important that you name your files to include your name and not just "cv.doc" or "curriculum vitae.docx" or "my_illustration.jpg". Instead use a format like this "joe_bloggs_cv.docx"
Files must be less than 4 MB. Allowed file types: txt pdf doc docx rtf jpg jpeg png Files must be less than 4 MB. Allowed file types: txt pdf doc docx rtf jpg jpeg png. Attachment Files must be less than 4 MB. Allowed file types: txt pdf doc docx rtf jpg jpeg png. Attachment Files must be less than 4 MB. Allowed file types: txt pdf doc docx rtf jpg jpeg png. Attachment Files must be less than 4 MB. Allowed file types: txt pdf doc docx rtf jpg jpeg png. Content Relationship I am contacting the advertiser for no other reason than to apply for this position. I am aware soliciting Fashion Workie users for other services or spamming is against the Terms & Conditions of usage. I have carefully read the advert specification including details of where the position is based and provided details of any requirements stipulated in the advert within my application.


• A proven track record in Customer Services, including complaints handling
• Strong understanding of online and offline customer journeys
• Strong focus on delivering an exceptional customer experience.
• Demonstrate a passion for the brand.
• Excellent written and spoken communication skills in English.
• Have a sense of urgency and the ability to work under pressure, handle challenging situations, and swiftly deal with changing needs.
• Strong attention to detail and time management skills.
• An excellent team player with a flexible working attitude at all times and strong communication and networking skills.
• Self-starter with a high degree of initiative, able to drive and lead, contribute to projects, multi-task and prioritise.
• Confident with all Microsoft packages.
• Experience in a results-driven multi-channel ecommerce environment as well as luxury retail is a plus
• Knowledge of Customer Services tools (Zendesk) and order management tools (SAP) is a plus
• Knowledge of additional language(s) is a plus
• Knowledge of ecommerce disciplines, channels and platforms is a plus.
  
  About: Today, Jimmy Choo encompasses a complete luxury accessories brand. Women's shoes remain the core of the product offer, alongside handbags, small leather goods, scarves, sunglasses, eyewear, belts, fragrance and men's shoes. Pierre Denis was appointed Chief Executive Officer in July 2012 and the creative direction is overseen by Sandra Choi. Together, they share a vision to create one of the world's most treasured luxury brands. Jimmy Choo has a store network encompassing 183 stores in 36 countries and is present in the most prestigious department and specialty stores worldwide. In October 2014 Jimmy Choo PLC was publicly listed on the London Stock Exchange with the ticker CHOO.
  
  25 days holiday
• Summer Fridays
• Product Allowance and Discounts
• Exclusive Employee Sales
• Private Healthcare
• Pension and Life Insurance