Space NK Hiring for Customer Experience Representive Full Time

If you love beauty, you’re in the right place.

As the ultimate curator of over 100 of the most in-demand, highly innovative and boundary-pushing beauty brands, we are the go-to destination for worldwide beauty discovery.

Together through our neighbourhood stores, online presence and loyalty scheme, Space NK has built a flourishing community in which to discover beauty. The customer is at the heart of everything we do, and we will always endeavour to offer everything they need to help them explore, experiment, and enjoy our brands.

We are currently recruiting for a Customer Experience Representative. The ideal candidate will be a role model; someone who can deliver an exceptional customer experience , work autonomously and provide support to our third party, Ascensos.

Responsibilities

Customer Service:

• Build and maintain excellent relationships with our outsourcer, Ascensos.
• You will be their point of contact and be helping Ascensos to deal with complaints or complex queries through all channels
• Personally following up escalations until a satisfactory resolution has been reached
• Be able to identify trends and escalating to the business when necessary
• You will be ing any technical issues raised by the Ascensos team and provide and escalate to the internal teams when necessary
• Taking ownership and using initiative to make decisions that resolve complaints effectively
• You will be responding to customer reviews on Trustpilot and Uberall
• You will be carrying out fraud checks as part of your day-to-day task. This is on a rota basis.
• You will need to be a good fact finder and be able to investigate complex scenarios and provide feedback
• Highlight product-based issues, discrepancies and technical flaws on the website to Ecommerce Team
• Meeting team and personal targets for response time and satisfaction ratings
• Demonstrate an empathetic, courteous, customer-centric tone in all verbal and written communication aspects of the business
• Ensure product, policy and system knowledge is always up to date, to better advise customers on purchases and queries
• Provide feedback to management and colleagues to improve the department processes as well as other areas of the business
• Have a good understanding of metrics and targets and help devise ways to meet them
• Liaise with the DC for any issues with customers’ orders or complaints
• Capture correct and accurate information from the customer and record their details in compliance with the Data Protection Act, GDPR, and PCI standards

Content Editor Responsibilities

• Regularly review and update all branded help centres (Space NK, Space Brands, US)
• Review Terms & Conditions for accuracy ahead of uploading
• Work effectively with internal and external stakeholders

Stock:

• Liaise with Merchandise Team to stock unavailability
• Ensure quality control issues are fed back to the Buying Team

Behaviours:

• Resilience – Ability to demonstrate a respectful, positive and professional manner
• Organisation – Ability to be punctual and work in a fast-paced and challenging environment whilst prioritising tasks to ensure deadlines are met
• Teamwork – Ability to be proactive in communicating with all colleagues and Brand partners, fostering a positive team working environment and supporting with the onboarding of new staff
• Initiative – Ability to be self-motivated to achieve targets and SLAs and complete tasks with attention to detail and a high level of satisfaction
• Flexible – Ability to adapts to change well and demonstrates a willingness to try new ideas and ways of working
• Passionate – Ability to be enthusiastic about delivering exceptional service
• Confident – Ability to be articulate and share feedback with a solution-focused approach
• Independent – Ability to work autonomously on tasks
• Business Acumen – Illustrates good insight and understanding of business KPls and has a keen interest in helping the department and company growth and develop through providing constructive feedback

Essential Skills and Experience:

• Communication; excellent verbal and written communication skills with the ability to listen and respond effectively with all levels of staff
• Experience with Zendesk
• Previous retail experience for a luxury / and or beauty brand
• Working knowledge of consumer law
• Good understanding of Microsoft systems

• Demonstrates a basic understanding of commercial tools and KPls
• Previous customer service experience

Useful experience:

• Good knowledge of all systems used at Space NK (Zendesk, NAV – Space NK & Space Brands, Aftership, Givex, Adyen, Globale,Bazaarvoice, Falcon, TrustPilot, Uberall, Display Block, Salesforce, PayPal, GDPR portal)

Please note that only successful candidates will be contacted.

All applicants must have the right to live and work in the UK.

About Us

If you want to find out more about us, what it is like to work for us, all about our benefits, and our pledges on Diversity, Inclusion and Belonging, please visit our website.

Space NK are an equal opportunities employer.

How We Will Use Your Information

We will use the information you provide to us with your job application to help us process your application for the specific job you have applied for. If you apply speculatively, we will process your application for the job/relevant business area that you detail within your email.

Please note that our current system does not use an automated filtering system.

All applications made via the website, through a third-party website or in-store will be kept on file for a period of 12 months. This information will be retained and used to assess your suitability to similar positions that may arise in the future, or if the initial vacancy becomes live again during the 12-month period. If you would prefer us to not hold your information on file/ you wish to be ‘forgotten’ if you are not offered a position with Space NK, please email your ‘right to be forgotten’ to our recruitment email address with RIGHT TO BE FORGOTTEN as the title of the email. We will always inform you when we have deleted your application details, otherwise we will treat your application as consent to us holding this information.