Senior Customer Services Associate ( ENGLISH SPEAKING)

Senior Customer Services Associate ( ENGLISH SPEAKING)

Location: West London (W6) , West London View map Salary: From 28,000 to 32,000 per annum Plus competitive benefits Date posted: 31/03/2012 15:00 Job type:Permanent Company: Stella and Dot Contact: michelle lustig Ref: Totaljobs/Senior Customer Services Associate Job ID: 53163603

Who are we?

Join a world-class, profitable, explosive growth company with a seasoned executive team. Stella & Dot is boutique style Jewelry Company that sells online and through work from home, Independent Consultants at in home trunk shows. We are re-inventing the $ 100 Billion home-based business channel by combining the best of e commerce, social networking and retail with irresistible style and exceedingly personal service.Our mission is to revolutionize entrepreneurial opportunities for women (and a few good men) by reinv enting the category and creating the modern business opportunity, our social selling platform. Stella & Dot has been featured in The Sunday Times, Daily Mail and in countless fashion magazines such as Vogue, Harpers Bazaar, Grazia.

If mediocrity andjust good enough make you cringe, if you have a passion for fashion, driven, an expert in your domain and ready to take charge in a key role, youll do nicely at Stella & Dot. Please read more about us at www.stelladot.co.uk.

The Role

A Stella & Dot Senior Customer Service Associate is a critical part of our mission to deliver timely, accurate and professional customer service to all Stella & Dot Customers and Stylists.This vital position requires an action-oriented, flexible problem-solver who will assist customers and Stylists in expediting orders and correcting post-sale problems.Communicate with customers and Stylists primarily via phone and emai l, and utilizes a variety of software tools to navigate customer accounts, research and review policies and communicate effective solutions in a fun, and fast-paced environment.

As ourteam develops Senior Customer Service Associate in the UK, we are looking for a talented individual who can hit the ground running and grow with us as we build our team. You will be handling calls from the UK and also Germany and France as we expand both from customers and Stylists. Additionl European languages a bonus but not necessary.

Key Responsibilities

Handle escalated calls and complaints including issues relating to policy and procedures, compliance, commission and returns.

Use judgment and guidelines provided by Stella & Dot to properly provide credits and escalate issuesHandle customer and stylist questions, complaints, order and billing inquiries with the highest degree of cou rtesy and professionalism to resolve issues with one call/one email. Communicate with customers and stylists using web-based tools and demonstrate professional proficiency in typing and grammar.Follow up and provide thorough, closed loop service on issues that cannot be addressed in a single callAppropriately document all transactions and pertinent interactions.Adhere to structured workday schedule to provide maximum incoming call coverage.Meet or exceed monthly productivity measures (Availability, Logged In hours, Calls per day, etc.)Develop broad working knowledge of Stella & Dot practices and operations, and demonstrate continued and consistent proficiency in the skill sets utilized within the Call Center. Participate in team meetings and required training.Perform other duties as assigned by management.

Education and Experience

Bachelors Degree or equivalent work experience3/4+ years experience in a customer service or sales call center d irect selling environment desirable. This is critical, please DO NOT apply if you do not have this experience.

Good IT Skills with Word, Excel, Email and other systems

Communication Skills

Ability to communicate (orally & written) correctly and clearly with all customersExcellent documentation skillsGood comprehension skills-- ability to clearly understand and state the issues customers presentAbility to concentrate follow customer issue without distraction to resolutionGood composition skills-- ability to compose a grammatically correct, concise, and accurate written responseWork successfully in a team environment as well as independently

Customer Focus

Excellent customer service skills, including maintaining focus on the customer issue amidst a bustling, fast-paced environment.Ability to empathize with and prioritize customer needsDemonstrable interpersonal skills with a diverse customer baseDemonstrable conflict resolution, negotiating, and de-escalation skillsDemonstrate ownership to resolve challenging customer issues, escalating when necessaryAbility to determine customer needs and provide appropriate solutions

Problem Solving Skills

Demonstrable ability to use judgment and logic to determine issue resolutionDemonstrable ability to research complex issues using multiple systems Effective problem solving skills including decision making, time management & immediate prioritization of tasks as assigned

Ability to approach problems logically & rationally

Action oriented and self disciplinedOrganized and detail orientedAbility to quickly & effectively prioritize work time in various departments to meet business needAbility to maintain composure in highly escalated situations.

Personal Qualities

Able to cope wit h a fast paced, ever changing environment

Have a passion and interest for fashion and our fabulous product

Excited to be part of a start up and be all hands on deck

Can cope with ambiguity

Good eye for detail

Flexible, willing pair of hands for our growing office

Be an ambassador for our brand