Online Retail Customer Service Coordinator - Soho Home & Cowshed

We are looking for an experienced, committed and personable eCommerce Customer Care Agent to join our Soho Support Team. Shift Pattern - 40 hours per week (5 shifts across a 7-day period),

• To effectively handle all incoming calls and email enquiries for Soho House Retail (Soho Home, Soho Skin & Cowshed), converting enquiries to sales by displaying excellent product knowledge.
• Processing orders, deliveries and returns for Soho House Retail.
• Liaising with internal and external departments in order to respond effectively to any customer enquiry.
• The resolution of customer issues and complaints, including consistent follow up and escalation where necessary.
• Provide excellent product knowledge by maintaining a keen interest and understanding of all product lines.
• Customer focused, taking pride in delighting our clients by using creative and resourceful resolutions.
• To learn and exhibit an understanding of the wider business and ensure all aspects of the Soho House ethos are always adhered to.
• Adhering to set KPIs both team wide and personal.
  
  An excellent communicator through telephone and email
• Proven ability to successfully handle high volumes of calls/emails
• The ability to confidently communicate in both spoken and written English
• Previous experience with ecommerce systems (Magento/D3R) is preferred, however full training will be provided to the successful candidate
• Previous experience of working with call centre solutions and email ticketing systems
• Previous experience of working with Salesforce
• An understanding of retail ecommerce along with operations and logistics
• Previous experience of working with high profile/VIP guests
• Excellent time management skills with the ability to prioritise tasks and meet deadlines
• A team player who enjoys a challenge
• Adaptable and willing to go the extra mile for members and customers
• Confident to manage your own time and workload
• Good attention to detail and administration skills
• Sufficient knowledge of Microsoft Office
• Problem solving skills and the ability to manage complaints efficiently
  
  Soho House offers competitive compensation packages that feature global benefits and perks. Whether you're seeking entry-level employment or a new opportunity to expand your profession, we offer training to develop the technical and managerial skills necessary to grow your career.
• Soho Friends Membership (Every House Membership awarded after 1 years' service)
• Free lunch at Store X Café in 180 Strand Mondays & Fridays
• 50% off Food & Drink, 7 days a week
• Staff Room Rate; Any Bedroom, Any House, $100 a night
• Private Health and Dental Care
• Weekly Pay
• Life Assurance
• Birthday Day Off
• Up to 50% Staff Discount on Cowshed & Soho Home
• In Office Dog Policy
• Season Ticket Loan
• Christmas Office Closure
• In conjunction with Soho Impact, take 2 days paid a year to support a charity of your choice.
• Free Counselling Sessions
• Cookhouse & House Tonic: Our Cookhouse & House Tonic programmes offer unique food and drink trainings, events and opportunities to inspire and educate.
• Continuous training to develop yourself personally and professionally
• Exclusive access to our benefits platform with hundreds of discounts on shopping, gym memberships, holidays, insurance and much more
• Team Events: From fitness sessions to cinema screenings and art classes, each month we hold a series of fun events which you can sign up to.