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Customer Care Consultant German for Net-a-Porter London

Clienteling & Customer Care

London, GB

Here at Mytheresa, technology meets luxury fashion in a space that celebrates both creativity and digital advancement. Centered in the heart of Europe, we are a dynamic international team, hailing from all corners of the globe. Working together we strive to exceed our customer’s expectations with a passion for innovation.

To support our Net-a-Porter Customer Care team we are searching for Customer Care Consultant to be based in our London office.

WHAT YOU WILL DO

  • Act as a brand ambassador for the LuxExperience group ensuring an outstanding service and shopping experience to build lasting relationships with our customers
  • Assist German and English speaking customers with their enquiries via phone, email and web messaging, always adhering to service levels
  • Provide personalised, accurate responses to proactively anticipate and prevent future barriers for a seamless customer experience
  • Adherence to processes and guidelines for consistent and efficient customer resolution, using order management systems and customer care tools to obtain information
  • Maintain customer relationships, complete follow up as required to offer Customer Care support post-order
  • Customer centric approach required; highlight negative customer impacts
  • Convert product enquiries to orders whilst introducing additional product options for an enhanced customer experience
  • Collaborate professionally with internal colleagues and departments
  • Attend training sessions to expand your Customer Care knowledge, always representing Customer Care and LuxExperience with the utmost professionalism
  • Escalate potential complaints to your manager for support and efficient resolution

WHO YOU ARE

  • Previous experience in customer facing luxury sales and service, ideally in a contact centre environment
  • Native level proficiency in English and German (written and spoken), additional fluency in French, Italian or Spanish is a plus
  • Excellent communication skills, capable of building rapport with customers
  • Takes initiative, able to handle complex customer issues and adhere to customer data regulations
  • Proficient with Microsoft Office, displays strong computer and keyboard skills
  • Professional, well organized and a good team player - flexible, reliable and consistent
  • Must demonstrate an appreciation and understanding of the importance of customer care as a function within the business
  • Excellent attention to detail, articulate with good spelling and grammar

 

WHAT WE OFFER

  • Performance bonus schemes dependant on the type of role you are in 

  • A pension that both you and the company contribute too  

  • A portal with an array of discounts on things like theme park and cinema tickets 

  • Our famous staff discount along with exclusive staff sales 

  • Private healthcare for you and your family 

  • A chance to be part of a fun and caring team that support each other  

 

At Mytheresa, our people are our success. If you're a self-starter who enjoys an exciting challenge, apply now to be part of our journey and grow with us in a modern working environment.

We treat all applicants, employees, partners and customers equally, irrespective of their race and ethnic background or national origin, their religion or beliefs, their gender and sexual identity, their age, marital status and care responsibility, or any disability.

We are looking forward to your expressive application via our career site.

Apply now »