Customer Service Lead- UK (Remote) - REVOLVE

Job Overview

Location
Cambridge, England
Job Type
Full Time
Salary
TBC
Date Posted
8 days ago

Additional Details

Job ID
13777706
Job Views
4

Job Description

Meet REVOLVE:REVOLVE is the next-generation fashion retailer for Millennial and Generation Z consumers. As a trusted, premium lifestyle brand, and a go-to online source for discovery and inspiration, we deliver an engaging customer experience from a vast yet curated offering totaling over 45,000 apparel, footwear, accessories and beauty styles. Our dynamic platform connects a deeply engaged community of millions of consumers, thousands of global fashion influencers, and more than 500 emerging, established and owned brands. Through 16 years of continued investment intechnology, data analytics, and innovative marketing and merchandising strategies, we have built a powerful platform and brand that we believe is connecting with the next generation of consumers and is redefining fashion retail for the 21st century. For more information please visit www.revolve.com.At REVOLVE the most successful team members have a thirst and the creativity to make this the top e-commerce brand in the world. With a team of 1,000+ based out of Cerritos, California we are a dynamic bunch that are motivated by getting the company to the next level. It’s our goal to hire high-energy, diverse, bright, creative, and flexible individuals who thrive in a fast-paced work environment. In return, we promise to keep REVOLVE a company where inspired people will always thrive.At REVOLVE our customers are our number one priority! We roll up our sleeves to pitch in and go the extra mile to get the job done. Each day is a little different and this is what keeps us on our toes and excited to come to work every day.To take a behind the scenes look at the REVOLVE “corporate” lifestyle check out our Instagram@REVOLVEcareers or #lifeatrevolve.Are you ready to set the standard for Premium apparel?The Role - Remote Customer Service Lead:REVOLVE are looking to expand our team and have an exciting opportunity for a candidate who works well in a dynamic environment. You will be required to work with minimal supervision to answer all inbound communications with professionalism, provide excellent customer support and represent REVOLVE in a way that is consistent with our organizational values.The position is a full time, permanent position, working 8:30am – 5pm Monday to Friday, or such other hours as are agreed with the successful candidate, on a remote basis.The Customer Service Lead will assist Managers in training and developing customer servicerepresentatives. Answering inbound escalated calls, chats, and emails with professionalism andexcellent support. Other duties may be added as needed.Key Responsibilities:As part of the role, you can be expected to carry out the following duties and responsibilities, however, other duties may be required from time to time.Train and develop a team of customer service representatives.Review email, chat, and phone call communications ensuring that company policies and ideals are upheld.Handle escalated customer calls, emails, and chats as needed.Respond to customer questions and comments via phone, email, and live chat with speed and professionalism.Answer inbound telephone calls and providing excellent customer support.Responsible for researching and resolving complaints to ensure customer retention and satisfaction.Follow up on all written correspondence and escalate to customer service manager on duty as necessary.Coordinate and follow up with other departments to ensure problem resolution, and work together with other customer service team members to promote an environment of customer satisfaction.Able to navigate proficiently through multiple systems.Keep current and train customer service representatives with all new policy and procedures.Remote Work Requirements: Ability to work autonomously in a virtual environmentMust be reachable and available by telephone, email, and instant message during work hoursMust have a dedicated quiet and distraction free work space, including an appropriate work surface (desk that can accommodate a laptop and monitor)Reliable internet speed of 50 Mbps or greater with Ethernet connection (Wi-Fi not permitted)Ability to use the majority of your internet bandwidth for work (will have to avoid sharing bandwidth with others, especially if it involves activities that consume a considerable amount of bandwidth)Required Competencies:To perform the job successfully, an individual should demonstrate the following competencies:Ability to work in a team environmentAbility to give and receive honest and direct feedbackStrong customer orientation with desire and willingness to helpStrong verbal and written communication skillsAbility to work in the intensity of a high-volume inbound call center and capable of upholding the highest quality standards for individual outputKnowledge of apparel construction and fabrication and various fashion categoriesAbility to work required overtime when business needs warrant (with reasonable notice)Schedule flexibility (with reasonable notice) as shifts can change based on needs of our customersMinimum Qualifications:Experience with Microsoft Word and ExcelHigh School DiplomaType 50+ words per minutePreferred Qualifications:Some College2+ years in Customer Service, Help Desk, or call center experience in a retail environment1+ years team leadership experience Type 60+ words per minuteWorking knowledge of website navigationExperience with Microsoft Word and Excel * Compensation: 18.00 GBP

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