Job Title: Senior Customer Service Advisor

Location: Poole, United Kingdom

Job Type: Full-time (Monday - Friday)

Salary: £24,000 - £26,000 DOE

Sandbanks, a renowned luxury fashion brand, is seeking an experienced and professional Customer Service Advisor. As a customer service representative, you will play a crucial role in providing exceptional service and ensuring the utmost satisfaction of our esteemed clientele.

Responsibilities:

1. Customer Engagement: Serve as the primary point of contact for all customer inquiries, requests, and concerns. Demonstrate a deep understanding of Sandbanks’ products, assisting customers with their product-related inquiries, styling advice, order management, and other related issues.

2. Relationship Building: Establish and maintain strong relationships with customers, exhibiting a personalised and attentive approach. Develop an in-depth knowledge of each customer’s preferences, style preferences, and previous interactions to provide tailored assistance and exceed their expectations.

3. Order Management: Work with our warehouse team to manage the end-to-end order fulfilment process, including processing orders, tracking shipments, resolving delivery issues, and facilitating returns or exchanges. Ensure a seamless and efficient experience for customers, demonstrating a proactive approach to address any potential challenges.

4. Complaint Resolution: Handle customer complaints and disputes with utmost professionalism and empathy. Employ effective problem-solving skills to find appropriate resolutions, aiming to retain customer satisfaction and loyalty while upholding the brand’s reputation.

5. Product Knowledge: Maintain a comprehensive understanding of Sandbanks’ products, including their materials, craftsmanship, and design elements. Stay up-to-date with the latest fashion trends and industry developments to offer accurate and relevant product recommendations and advice.

6. Brand Ambassadorship: Represent the Sandbanks brand with the highest level of professionalism, embodying its values and image in every customer interaction. Uphold the luxury standards and ethos of the brand, fostering a positive and exclusive experience for customers.

Requirements:

1. Experience: A minimum of 2 years’ experience in a customer service role, preferably within the luxury or fashion industry. Proven track record of independently managing customer inquiries, resolving complex issues, and delivering exceptional service.

2. Professionalism: Exhibit a high level of professionalism, integrity, and discretion in all customer interactions. Uphold the brand’s image and values, ensuring a premium experience for every customer.

3. Communication Skills: Excellent verbal and written communication skills, with the ability to convey information clearly, concisely, and persuasively. Strong active listening skills to understand and address customers’ needs effectively.

4. Problem-Solving Abilities: Demonstrated proficiency in analysing and resolving customer complaints and disputes with tact and efficiency. Strong problem-solving skills to provide innovative solutions and turn challenges into opportunities for customer satisfaction.

5. Product Passion: Genuine interest and knowledge in luxury fashion, including an understanding of high-quality materials, design elements, and fashion trends. The ability to convey enthusiasm for Sandbanks’ products and provide expert advice to customers.

6. Autonomy and Adaptability: Self-motivated with the ability to work independently and manage various customer inquiries simultaneously. Flexibility to adapt to changing customer demands and business priorities.

If you have experience in customer service, a high level of professionalism, and the ability to excel in an independent role, we invite you to apply for the position of Customer Service Advisor at Sandbanks. Join our team and contribute to creating excellent customer experiences in the world of fashion.

Job Type: Full-time

Pay: £24,000.00-£26,000.00 per year

Benefits:

• Casual dress
• Company pension
• Employee discount
• Free parking
• On-site parking

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Poole: reliably commute or plan to relocate before starting work (required)

Education:

• GCSE or equivalent (preferred)

Experience:

• customer service: 2 years (preferred)

Work Location: In person

Expected start date: 10/03/2025