Role Purpose:

Reporting to the Customer Service supervisors and management team, our Customer Service Advisors should have a strong understanding of luxury customer service and be able to problem solve and engage with all of our customers through all routes of communication. This will result in improved customer loyalty and improve the overall customer experience.

Reports to: 

Senior Customer Services Advisors/Customer Services Supervisors

Key interfaces:

The role holder will interact with customers, colleagues within the Customer Service team, and colleagues across retail, hospitality and head office roles within Fortnum & Mason.

Key Accountabilities

*       Handling inbound and outbound customer contact to ensure we support customers in resolving their queries and strive to deliver exceptional service.

*       Ability to multi-task using various channels of communication – phone, email, webchat, WhatsApp, Apple Business Chat, Facebook, Twitter and Instagram.

*       Record accurate customer contact information and apply clear reporting in order to allow the business to continue to improve on the service provided.

*       Ensure all assigned contacts are handled within the specified SLAs against each channel of communication.

*       Being aware of opportunities to upsell, cross sell and build rapport with our customers to improve on the overall customer experience.

*       Work within a team to ensure all customer feedback is managed and resolved within expected KPI’s

*       Support on tasks such as Customer Returns, Courier reports, Open orders and other admin.

*       Flexibility in shift work as we are open 7 days a week including bank holidays, with early and late shifts.

Role Specific Criteria (Experience/Behaviours/Technical Ability)

Our ideal candidate will have:

*       1 year luxury customer service or similar experience in a customer facing role

*       Be  self-motivated with a proactive attitude to work

*       You will thrive under pressure, possess meticulous attention to detail

*       Have the ability to prioritise and manage your own workload in order to meet deadlines

*       Problem solver with clear focus on customer issue resolution

*       Be a people-centric character

*       Be a clear communicator on both written and verbal contact

*       Microsoft Office

We are committed to developing your career and nurturing your talent, regardless of age; disability; gender reassignment; marriage and civil partnership; pregnancy and maternity; race; religion or belief; sex; sexual orientation. We respect and embrace each other’s differences, to create a truly inclusive environment. In the last year alone, our people have been recognised and celebrated, winning awards for their outstanding contributions to Retail, Technology, Global Hospitality & Tourism, Visual Merchandising & Display, Customer Service and Local Community Awards.