At Au Depart and 1017 ALYX 9SM, our Customer Service Advisor plays a vital role in catering to our esteemed customers in the luxury segment. The role is primarily centered around the Ecommerce sales area, reflecting the elevated standard of service synonymous with our brands. 

As a successful candidate, you'll be part of our Operations team, collaborating closely with the Brand Manager and Ecommerce Manager for seamless operational execution.

Responsibilities

• Resolve inbound queries from our Ecommerce platform and store such as parcel tracking, stock movement and order changes.
• Establish effective solutions for ad hoc queries, ensuring customers feel valued and well cared for.
• Keep track of shipments, foresee potential importation issues and troubleshoot (or escalating) whenever necessary.
• Ticket and customer enquiries management from and to all Ecommerce customers.
• Management of return requests, refunds, and credit notes.
• Building and maintaining the client network by engaging and fostering relationships.

Requirements

• Previous experience with interacting and understanding the needs of luxury clientele.
• Experience with ERP systems is beneficial, SAP experience would be a valuable asset but not essential.
• Background in luxury ecommerce (contemporary mid-tier luxury or traditional luxury fashion houses).
• Experience in both Retail and Ecommerce is preferable
• Familiarity with Shopify, Zendesk or Gorgias and its features, particularly the chat feature and email for responding to queries is preferable  

As the ideal candidate, you'll have a strong understanding of luxury ecommerce operations, supplemented by a customer-centric approach in all you do. Your patience and ability to prioritize customer satisfaction will ensure you're aligned with our 'customer is king' philosophy.