Join the "A" Team on a mission to create exceptional customer experiences through high-quality products, store aesthetics, and excellent customer service. The focus is on providing a LUXURY shopping experience that engages all the senses and leaves a lasting impression on every customer.
Responsibilities Include:
- Ensure all online orders are fulfilled within 24 hours of receipt.
- Ensure all online orders are delivered to customers within 5 working days of order.
- Ensure any exchanges or refunds are done within 7 days of request and that exchanges are delivered to a customer within 12 days of request.
- Respond to all customer queries on the same day they arrive (including weekends).
- Close off all customer queries within 48 hours of receipt (Except Weekends).
- Save the Sale exchange, sub or voucher.
- Ensure that all queries that are closed and moved onto Shopify for SUB REFUND or EXCHANGE are completed on time.
- Amend Shopify orders REFUND or EXCHANGE.
- Ensure refunds or exchanges are done on the same day stock arrives back in DC, i.e., within 7 days of request.
- Ensure all store-related quality issues are resolved on time directly with the customer (Collect, Track, Inspect, communicate, resolve, ensure delivery within 5 working days).
- Keep aside stock in stores under special orders for return exchanges.
- Take all customer query calls that come into the office line.
- Provide feedback to the directors on what we can do to avoid customer issues.
Skills Required:
- Knowledge of the product and brand.
- Eloquent communication skills in line with a luxury brand.
- Proven track record in achieving results.
- Love people and developing them.
- Track record and background in sales.
- Advantage - tertiary qualification in commerce field.
- Analytical mindset with a focus on continuous improvement.
- Ability to thrive in a fast-paced, dynamic environment.
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