Job Description

As a temp member of the Client Experience team, the Customer Services Advisor will be responsible for providing the highest levels of customer care to Four marketing Group website (Agent Provocateur, Albam Clothing, Arctic Army, KWay and Velvet by Graham and Spencer) customers via various communication channels to maintaining service level KPI's and targets.






Provide high quality responses to online customer queries by email / phone / social and chat. Follow through on all customer requests, resolve issues in a timely efficient manner. Manage difficult customer cases and escalate cases when necessary to line management. Negotiate solutions with customers balancing customer needs with business priorities where possible. Contribute to departmental improvement projects as required by management as part of the wider team. Process transactions in the group web and ERP systems to facilitate smooth order and return process flows for customers. Support sales via clientele processes to source product and fulfilling customer requests, actively selling and informing them of upcoming new products. Liaise closely with complementary departments, from sales to dispatch, delivery to aftercare. Always follow up on customer orders when required to ensure a seamless customer experience. Effectively use in-house IT systems, adhering to departmental procedures. Make sure databases / record are maintained and correct. Show initiative and be proactive in suggesting ideas to improve the current service offering. Monitor all stages of the customer journey, ensuring service pages are maintained and reflect the most recent policies. Liaise with internal departments such as operational and commercial teams to expedite issues that are raised by the client during the customer journey. Take on additional ad-hoc administrative duties and resolve fraud incidents as required.



Please note, the roles and responsibilities listed above are indicative of the position and are not exhaustive and the role includes actions based on any reasonable requests by a line manager.