Customer Service and OMNI Advisor

Job Purpose

Be part of a central team delivering a professional, seamless, and proactive service to Mulberry clients requiring information or assistance across a variety of topics and platforms. Resolve any issues to the satisfaction of all parties. Reflecting the Mulberry values and integrity of the brand.

Key Responsibilities and Accountabilities

• Customer Service

• Create a welcoming experience for all clients using the Mulberry brand values.
• Take ownership and responsibility for all client contact (email, phone & chat) ensuring a swift response/ resolution.
• Respond to incoming correspondence in accordance with agreed procedures and standards across email, telephone, live chat, and our social channels.
• Be proactive within the team and recognize workload priorities.
• Undertake ad hoc administrative duties as requested.
• Show a willingness to complete tasks within a given time scale.
• Adhere to deadlines.
• Keep up to date with current Mulberry media/press happenings.
• Be aware of the latest trends and movements within the fashion industry.

• OMNI Order

• Partner closely with OMNI Operations & Fulfillment Specialist to manage out of stock/save sale orders.
• Partner closely with US B&M team and Store leaders to action needed stock movements.
• Support and communicate with customers regarding OMNI orders to ensure we meet SLA regardless of stock availability.

• Team

• Be an extension of the central Customer Services team and actively participate in training and meetings.
• Partner with the Retail Experience Experts to ensure a seamless and memorable experience for customers.
• Gather and report out “Voice of Customer” and other company KPIs to Head of Digital & Third Party

• Brand

• Understand and demonstrate the Mulberry employee values and behaviors: Be Bold, Be Imaginative, Be Open, Be Responsible.
• Support Mulberry to deliver an inclusive culture, through behaving in a way that is open-minded and respectful towards others, and understanding that your views, opinions, and experiences may not always be shared by your colleagues.
• Act as an ambassador for Mulberry and communicate positively about the brand.

• Personal Development

• Must be self-disciplined with excellent organizational and prioritization skills for ultimate efficiency combined with resilience and flexibility to stay calm and work under pressure to deliver excellent customer service.
• Excellent communication skills, written and verbal.
• Computer literate with excellent knowledge of MS Office.
• A strong understanding of Social Media Platforms and Social Studio.
• Works cooperatively and effectively with others in a team to achieve shared objectives.
• Reliable, punctual, and quick thinking.
• Ability to multitask.
• Displays strong interpersonal effectiveness.
• Can identify and understand individual client needs, wants and expectations.
• Customer services experience is essential.
• Experience in a luxury retail sales environment is advantageous.

• Culture

• Embrace and demonstrate the Mulberry values and behaviors: honesty, dynamism, and a community-oriented spirit.
• Support Mulberry to deliver an inclusive culture, through behaving in a way that is open-minded and respectful towards others, and understanding that your views, opinions, and experiences may not always be shared by your colleagues.
• Act as an ambassador for Mulberry and communicate positively about the brand.

• Preferred

• Bilingual (English/Spanish)
• Experience using Salesforce, WorldShip, Manhattan, Prima, Tulip, Aptos, Hybris

• Other

• 40 hours a week, Monday to Friday
• Cover during peak sale periods & holiday will be require

Qualifications

• Customer services experience is essential.
• Experience in a luxury retail sales environment is advantageous.

Skills

• Excellent communication skills, written and verbal.
• Computer literate with excellent knowledge of MS Office.
• A strong understanding of Social Media Platforms and Social Studio.
• Works cooperatively and effectively with others in a team to achieve shared objectives.
• Reliable, punctual, and quick thinking.
• Ability to multitask.
• Displays strong interpersonal effectiveness.
• Can identify and understand individual client needs, wants and expectations.

Benefits

N/A

Pay

N/A

Schedule

40 hours a week, Monday to Friday