Customer Service

Star problem solvers and personal shoppers, our Customer Service team is like no other. Experts in product knowledge, customer needs, defusing tricky situations, fit, fashion and sizing and much more, this team works endlessly to please our customers. Working 10am to 8pm (in a 2 shift pattern), our team tackle the electronic communication with our clients, all whist taking calls and working with their own clients. Outside these hours all calls are directed to a call centre who specialises in AP-level service.

All these positions are based in-house at our stylish London Head Office located at 154 Clerkenwell Road, London, EC1R5AB.

 
 

Example Job 1

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Customer Service Advisor

We have a unique opportunity to join our Head Office as a Customer Service Advisor!

 

Our in-house Customer Service team are passionate brand ambassadors and provide the highest levels of customer service to website and telephone customers, meeting luxury service level KPI’s and targets. Reporting to the Customer Care Manager, you will be working as a part of the in-house customer service team, in a fast-paced environment.

 

Responsibilities:

  • Provide quality and personalised responses to on-line customer queries by email, phone and social media channels. Follow through on all customer requests, resolve issues in a timely efficient manner.
  • Negotiate solutions with customers to prioritise needs wherever possible, offering suggestions to Management team for first point resolution of complaints and retention of customers.
  • Work within the parameters of company policy to find creative solutions to customer issues.
  • Drive Personal Shopping sales through multi channels by offering outstanding service to all external and internal customers. Develop product knowledge of seasonal collections and brand style to recommend, build and close orders to assist in achieving department KPI’s.
  • Build a ‘Black Book’ of high value customers through clientelling, managing sales by sourcing and sending orders out in a timely and efficient manner.
  • Work alongside the Operations team to inform customers of updates to orders, payment and refund enquiries and assist with fraud checks and delivery exceptions.
  • Proactive monitoring of website content; checking images and product descriptions, relaying customer feedback to trading and design teams. Update service pages with relevant customer service information.
  • Support Manager with managing stock accuracy at HQ by accurately receiving and arranging transfers of stock, daily till actions including cashing up and updating sales data for department records.
  • Undertake departmental projects and other duties as requested by your line manager.

 

What we are looking for:

  • A candidate with previous experience in a service environment, customer facing or office based.
  • Someone who is highly organised and can demonstrate excellent written and oral communication skills.
  • Good interpersonal skills i.e. listening and verbal communication skills.
  • Excellent time management skills.
  • Excellent phone manner.
  • Someone who is passionate about the Agent Provocateur brands and its product.
  • Reliable and hardworking – both individually and as a part of a team.
  • Calm disposition with the ability to work well under pressure as well as the flexibility to work shift patterns where necessary.
  • An ambitious candidate who has the hunger to develop and take on more responsibility.

 

If you are a great personal shopper and want to take your customer service skills to the next challenge, please apply now.

Customer Service Advisor (Temporary)

We have a unique opportunity to join our Head Office as a Customer Service Advisor!

This is a temporary role and you must be able to work full time from end May/beginning June until end August.

Our in-house Customer Service team are passionate brand ambassadors and provide the highest levels of customer service to website and telephone customers, meeting luxury service level KPI’s and targets. Reporting to the Customer Care Manager, you will be working as a part of the in-house customer service team, in a fast-paced environment.

Responsibilties:

  • Provide quality and personalised responses to on-line customer queries by email, phone and social media channels. Follow through on all customer requests, resolve issues in a timely efficient manner.
  • Negotiate solutions with customers to prioritise needs wherever possible, offering suggestions to Management team for first point resolution of complaints and retention of customers.
  • Work within the parameters of company policy to find creative solutions to customer issues.
  • Drive Personal Shopping sales through multi channels by offering outstanding service to all external and internal customers. Develop product knowledge of seasonal collections and brand style to recommend, build and close orders to assist in achieving department KPI’s.
  • Build a ‘Black Book’ of high value customers through clientelling, managing sales by sourcing and sending orders out in a timely and efficient manner.
  • Work alongside the Operations team to inform customers of updates to orders, payment and refund enquiries and assist with fraud checks and delivery exceptions.
  • Proactive monitoring of website content; checking images and product descriptions, relaying customer feedback to trading and design teams. Update service pages with relevant customer service information.
  • Support Manager with managing stock accuracy at HQ by accurately receiving and arranging transfers of stock, daily till actions including cashing up and updating sales data for department records.
  • Undertake departmental projects and other duties as requested by your line manager.

What we are looking for:

  • A candidate with previous experience in a service environment, customer facing or office based.
  • Someone who is highly organised and can demonstrate excellent written and oral communication skills.
  • Good interpersonal skills i.e. listening and verbal communication skills.
  • Excellent time management skills.
  • Excellent phone manner.
  • Someone who is passionate about the Agent Provocateur brands and its product.
  • Reliable and hardworking – both individually and as a part of a team.
  • Calm disposition with the ability to work well under pressure as well as the flexibility to work shift patterns where necessary.
  • An ambitious candidate who has the hunger to develop and take on more responsibility.

If you are a great personal shopper and want to take your customer service skills to the next challenge, please apply now.