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Customer Care Associate

monicavinader.com Logo

Monica Vinader

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Location:
United Kingdom , London

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

As a Seasonal Customer Care Associate, you'll play a crucial role in delivering world-class luxury service to our customers during Black Friday and Winter Sale. This role will be based in our central London office, and you'll be expected to handle various communication channels including phone calls, webchat, WhatsApp, emails, and social media interactions.

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

Requirements:

  • 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
  • Ability to document your authorisation to work in the United Kingdom

Additional Information:

Job Posted:
May 16, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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