Customer Care Associate Job at Monica Vinader (London)

Job Responsibility

Handle phone calls, webchat, WhatsApp, emails, and social media interactions to assist customers with pre and post-purchase inquiries such as orders, promotions, deliveries, returns, and repairs
Respond to customers on social channels and review sites to maintain the brand's reputation for excellent customer service
Liaise with parcel delivery providers to address tracking questions or delivery issues
Adhere to Data Protection Act and PCI Compliance Regulations
Collaborate with team members to achieve service level agreements (SLAs) for various communication channels
Maintain flexibility during peak periods to ensure exceptional service delivery
Use Microsoft Office package and in-house IT solutions effectively
Achieve set targets in Quality of Conversation (QA), Speed of Service, and Data Accuracy
Proactively share feedback with the line manager to enhance the customer experience

Documents your authorisation to work in the United Kingdom
Communicates clearly and respectfully in all formats (e.g. email, chat, phone)
Builds trusted relationships through a friendly, approachable, and dependable working style
Collaborates effectively with the wider Customer Care team, escalating issues appropriately and sharing information openly
Completes work efficiently and to a high standard within KPIs
Seeks to understand the 'why' behind tasks
Honesty, transparency, and accountability in all actions
Adjusts quickly to new tasks, tools, processes or team structures
Asks thoughtful, respectful questions to understand decisions
Responds positively to feedback and uses it to improve performance
Applies core tools and systems confidently and accurately
Adapts approach to suit the task, audience, or objective
Embraces learning opportunities and feedback