Omnichannel Customer Service Coordinator
Jimmy Choo, City of Westminster
Omnichannel Customer Service Coordinator
Salary Not Specified
Jimmy Choo, City of Westminster
- Full time
- Permanent
- Onsite working
Posted 2 weeks ago, 7 Dec | Get your application in now before you miss out!
Closing date: Closing date not specified
job Ref: afefb8a784854e209be10da7f6941da8
Full Job Description
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 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
A 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 offline 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 a flexible working attitude at all times, paired with strong communication and networking skills.
- Self-starter with a high degree of initiative, with the 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
25 days holiday - Summer Fridays
- Product Allowance and Discounts
- Exclusive Employee Sales
- Private Healthcare
- Pension and Life Insurance
Relevant jobs
- Customer Services Jobs in Bexley, Bexley
- Customer Services Jobs in Bexleyheath, Bexley
- Customer Services Jobs in Bromley, Barnsley
- Customer Services Jobs in Bromley Common, Bromley
- Customer Services Jobs in Camden Town, Greater London
- Customer Services Jobs in City of Westminster
- Customer Services Jobs in Croydon, Cambridgeshire
- Customer Services Jobs in Ealing, Ealing
- Customer Services Jobs in Enfield, Hyndburn
- Customer Services Jobs in Greenwich, Amber Valley
- Customer Services Jobs in Hackney
- Customer Services Jobs in Hammersmith and Fulham, Hammersmith and Fulham
- Customer Services Jobs in Harrow
- Customer Services Jobs in Hillingdon, Hillingdon
- Customer Services Jobs in Hounslow
- Customer Services Jobs in Islington, Leeds
- Customer Services Jobs in Kensington and Chelsea, Kensington and Chelsea
- Customer Services Jobs in Kingston upon Thames
- Customer Services Jobs in Lambeth, Lambeth
- Customer Services Jobs in Lewisham
- Customer Services Jobs in Merton, Oxfordshire
- Customer Services Jobs in Orpington, Greater London
- Customer Services Jobs in Richmond upon Thames
- Customer Services Jobs in Sidcup, Greater London
- Customer Services Jobs in Southwark
- Customer Services Jobs in Sutton, Doncaster
- Customer Services Jobs in Tower Hamlets, Tower Hamlets
- Customer Services Jobs in Twickenham, Greater London
- Customer Services Jobs in Wandsworth, Wandsworth
- Customer Services Jobs in Wimbledon, Greater London