Customer Service
- Act as second-line support for customer service queries across Retail and E-commerce channels.
- Handle complex customer cases, including escalations, legal inquiries, and sensitive matters requiring careful coordination.
- Process and authorise (partial) refunds, exchanges, and other compensation in systems such as Adyen or related platforms.
- Keep track of all refunds and order quality, maintaining close alignment with the Finance team to ensure accurate reporting and reconciliation.
- Manage complex warranty and product-related cases, providing accurate and brand-aligned resolutions.
- Serve as an expert on product knowledge, especially for detailed material and product inquiries.
- Develop and maintain customer service playbooks, manuals, and guidelines for both Retail and E-commerce teams.
- Create and implement quality issue guidelines, ensuring consistency and clarity across all customer touchpoints.
- Support the external E-commerce customer service team with complex questions or cases beyond their scope, ensuring accurate and timely resolutions in line with brand and operational standards.
- Identify opportunities for process improvements, helping take our customer service operations to the next level.
- Monitor customer feedback and responses on social media and Google My Business, ensuring a holistic overview of customer sentiment and identifying opportunities to improve overall support and brand perception.
- Create and maintain a Customer Service Roadmap, outlining priorities, process improvements, and initiatives that support long-term growth and customer satisfaction.
- Collaborate closely with the Senior E-Commerce Operations Specialist, Retail Store Managers, and other internal departments to ensure smooth, consistent service delivery.
- Assist with order management where needed, ensuring smooth coordination between Customer Service, E-commerce Operations, and Retail teams to resolve order-related issues efficiently.
- Help optimise our customer communication, ensuring that every interaction across channels reflects the tone, quality, and attention to detail expected from a luxury brand.
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