- Location
- Wooster Street, New York
- Workplace
- Onsite
- Type
- Full-time
- Department
- Retail Stores
- Seniority
- Entry
- Industry
- Retail
- Category
- Customer Service
- Role type
- Individual Contributor
- Environment
- Office
- Source
- Lever
Description
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 behaviours: 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
