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Sales & Customer Care Consultant
Net-a-Porter
New York, NY, United States
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Our Sales and Customer Care Consultants are much more than the first point of customer contact for NET-A-PORTER.COM, THEOUTNET.COM, and MRPORTER.COM channels: they are our Brand Ambassadors, responsible for ensuring every interaction on our virtual sales floors exceeds our customers’ expectations. With 11 Customer Care centres around the world, we are able to speak with our customers 24 hours a day, 7 days a week, across a multitude of languages.
Role purpose:
As a Consultant, after 8 weeks of training, you will work towards individual and team sales targets and ensure that you leverage every customer interaction into a potential sales opportunity, and crucially own the customer experience from order through to delivery and aftercare. As a team player, you will support your Customer Care co-workers, provide excellent customer service and resolve issues on a daily basis, and lead by example during every customer interaction.
Key Responsibilities:
Customer Service
• Achieve sales targets by maximizing all customer contact opportunities to provide product knowledge, increase units per transaction and sell across all channels.
• Following the Customer Care Department Standards for Excellence, ensure you deliver an outstanding shopping experience to every customer contact, using phone and email
• Identify ways to personalize the experience of every customer, whenever possible.
• Always deal with the most difficult customers in a quick, willing and professional manner, aiming to turn negative situations into a positive outcome and using available resources to solve problems.
Systems & Procedures
• Use all CRM systems confidently and use to accurately add notes to orders and cases for all incoming and outgoing contacts
• Communicate company policy to customers as necessary and observe at all times client confidentiality and company policies for data protection and security.
• Ensure that the in-house processes and procedures are adhered to at all times
• Work closely with other internal departments to ensure issues affecting customer orders or returns are resolved and enable seamless shopping experience.
Skills and Experience:
• Previous sales and retail experience, preferably in a luxury environment (luxury fashion, department store, high-end travel and leisure, HNWI financial services)
• Excellent communication skills. You must be able to display the highest levels of accuracy (spelling, grammar, punctuation and pronunciation) in both written and spoken communication
• Able to demonstrate a high level of technical ability Must show an affinity with the luxury consumer
• Commercial, sales driven approach is essential
• Ability to achieve results through influence and problem solving
• Flexible attitude and positive approach
• Self-motivated, proactive and energetic
• Team player
Location
You will be assigned to one of our shifts all within the working hours of 7:00am and 9:00pm, and must be prepared to work weekends and holidays.
Hours
You will work 37.5 hours per week, Monday to Friday
About Us:
YOOX NET-A-PORTER GROUP is the world’s leading online luxury fashion retailer. The Group is a Global company with Anglo-Italian roots, the result of a game-changing merger, which in October 2015, brought together YOOX GROUP and THE NET -A-PORTER GROUP; the two companies had revolutionized the luxury fashion industry since their birth in 2000.
YOOX NET-A-PORTER GROUP is a unique business with an unrivalled offering including multi-brand in-season online stores NET-A-PORTER and MR PORTER, and multi-brand off-season online stores YOOX and THE OUTNET, as well as numerous ONLINE FLAGSHIP STORES, all “Powered by YNAP”. Through a joint venture established in 2012, YOOX NET -A-PORTER GROUP has partnered with Kering to manage the ONLINE FLAGSHIP STORES of several of the French group's luxury brands.
In 2016, YOOX NET-A-PORTER GROUP joined forces with Symphony, an entity controlled by Mohamed Alabbar’s family, to establish a ground-breaking joint venture to create the Middle East’s undisputed leader for online luxury retail.
Uniquely positioned in the high growth online luxury sector, YOOX NET-A-PORTER GROUP has an unrivalled client base of more than 2.9 million high-spending customers, 29 million monthly unique visitors worldwide and combined 2016 net revenues of €1.9 billion. The Group has offices and operations in the United States, Europe, Japan, China and Hong Kong and delivers to more than 180 countries around the world. YOOX NET-A-PORTER GROUP is listed on the Milan Stock Exchange as YNAP.