Customer Service Ambassador Logistics & Retail

About the job

Do you love having fun and enjoying every second? This is how we believe work should be!

The Customer Care department is waiting for you!

What can we say about us? We are flexible, dynamic, and always up to date with what's going on out there and we have the best teams in our offices!

We create experiences, smile! You found us!

Your mission

Provide “above, beyond, out of planetary level” customer service in all interactions with Pepe Jeans Group customers and think creatively about ways to optimize each customer's experience

Proactively tackle an array of incidents in close collaboration with our logistics and retail operations departaments to set up efficient flows and processes to reach out to our customers upfront and lower any possible discomfort related to their shopping experience.

Master our internal systems and tools to boost efficiency.

Become an expert on the Pepe Jeans Group brands (PepeJeans - Hackett London - Façonnable), products and policies, from our online services to the packaging, from the materials to care recommendations, from our vision to the customer´s expectations.

Take responsibility over one sensitive piece of the business from a customer standpoint and act as the first point of contact for complex single escalations and/or scenarios with a wider impact.

What will the role entail?

-Comfortable working across multiple communication channels and able to adjust the tone accordingly.

-You will be the first point of contact and happiness ambassador for our customers and engage with them on email, phone, and/or chat (social media channels also a possibility)

-Your expertise will combine a profound knowledge of a variety of services and incident related questions, such as returns, online exchange, delivery methods etc with that of Pepe Jeans Group brands products, collections, materials and corporate statements/goals.

-As a member of the team you will help us drive change, foresee no limits and bring your ideas on board to ensure we exceed our customers expectations now and ever, with a special focus on the improvements on our logistics/transportation & physical retail area.

Who will you report to?

Head of online customer care

Requirements:

Minimum experience in the industry

-Strong senior multilingual customer service or hospitality experience.

Education level required

-University degree

Required languages

-Native in English & Spanish

-Knowledge in other language mandatory: Portuguese, French or German

Technical skills required

-Exceptional and transversal (adjusted to different audiences and customers) communication skills

-Highly detail oriented with exceptional writing skills.

-Technically proficient & quick learner

-Self-reliant and adaptable

-Comfortable with repetition

-Open minded. You embrace diversity, come along with a positive outgoing attitude and focus on the bright side of things.

-Creative, comfortable “out of the box”, no limits mindset applied towards enhancing the customers experience.

-Used to engage with different departments and collaborate in projects and area developments.

What are our expectations on you?

-You must have the Pepe Jeans spirit! Not everyone can be part of our team!

-Adaptable / Flexible

-Results driven

-Team work

What we offer in exchange:

-Discount on medical insurance

-Discount on the brands of the Group