Omnichannel Client Experience Coordinator

To deal with all customer-related enquiries and complaints both efficiently and promptly. To 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 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 Brand tone of voice
• Liaise with a multilingual Customer Services team, ensuring all customer queries are answered efficiently and in line with processes
• Support 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 number of escalations to JC Omni teams
• Work alongside the Ecommerce 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
  
  Proven track record in Customer Services, including complaints handling, is essential.
• Previous experience in a results driven multi-channel ecommerce environment as well as luxury retail preferred
• Strong understanding of online and off-line customer journeys, and knowledge of ecommerce disciplines, channels and platforms are a plus.
• Strong focus on delivering an exceptional customer experience.
• Demonstrate a passion for the brand.
• Excellent written and spoken communication skills in English. Knowledge of additional language(s) is a plus
• 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 flexible working attitude at all times, paired with strong communication and networking skills.
• Self-starter with a high degree of initiative, with ability to drive and lead contribute to projects, multi-task and prioritise.
• Confident with all Microsoft packages.
• Knowledge of Customer Services tools (Zendesk) and order management tools (SAP) is a plus
  
  At Capri, we are all responsible for creating a diverse and inclusive workplace. We try to inspire change and growth within each other and believe success is a result that comes from our differences. Capri is proud to be an equal opportunity employer committed to inclusivity regardless of age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law. M/D/F/V