Customer Care Consultant

Reports To: Customer Care ManagerDivision: Supply ChainDeliver outstanding on brand' customer service across all brands, driving customer satisfaction.Support retail and online channels with all queries and issue resolution.*** Key Responsibilities:1. Customer Support • Assist all customers over phone, chat, and email in a timely manner, ensuring we are providing best practice and on brand customer care to our customers.• Accurately lodge all customer details, phone sales, complaints, and queries in Zendesk.• Assess goods for quality assurance and come to the best resolution for the customer and brand.• Process return to sender orders.• Work with our stockists and drop ship partners to resolve customer queries.• Liaise with the warehouse, couriers, and internal departments to resolve customer queries, and proactively work together to identify potential issues before they occur.• Respond to customer product reviews and feedback, and report to the relevant department.• Assist the online and marketing teams with competitions by creating vouchers and contacting customers.• Liaise with customers over all social media platforms.• Resolve customer issues flagged by our fraud system.• Provide accurate and succinct reporting when required.• Accomplish all tasks to KPI standards.• Escalate issues to the Team Leader and Customer Care Manager.• Keep up to date with all new products, new seasons, and promotional activity.2. Store Support• Support our stores with a range of queries, escalations, and customer support.• Follow-up on outstanding orders.• Respond to store IT Service Desk requests.3. Brand Ambassador • Be a brand ambassador by representing our brand values and supporting the wider team; including retail, ecommerce, CRM, email marketing and logistics, to better service customers where relevant.• Actively participate in one on one’s and coaching and training sessions. • Support the Customer Care manager with ad hoc tasks.