Senior Sales and Customer Care Advisor

Yoox Net A Porter Group

Dubai, UAE

Ref: RP959-02

Job description / Role

Employment: Full Time

We are excited about our newly established joint venture between YNAP and Mohamed Alabbar's Symphony Investments*. The new company will manage Net-a-Porter, Mr Porter, Yoox and The Outnet in the region, as well as online stores for fashion brands — an opportunity with significant potential in the Middle East. The joint venture will be headquartered in Dubai, and will serve the United Arab Emirates, Saudi Arabia, Kuwait, Qatar, Bahrain and Oman, with a view to expand to other countries in the Middle East and North Africa in the future. The Middle East is one of the fastest growing global centres for luxury retail and the joint venture has the ambitious goal to become the major platform for this market.

The YOOX NET-A-PORTER Sales and Customer Care Consultants are much more than the first point of customer contact for any one of the brands within the YOOX NET-A-PORTER Group, they are our Brand Ambassadors, responsible for ensuring every interaction exceeds our customers’ expectation. With 11 Customer Care centres around the world, we are able to speak with our customers 24 hours a day, 7 days a week, across a multitude of languages.

An exceptional customer experience is the key driver in this role and as a Sales and Customer Care Consultant you will have individual targets to help you achieve success and be the best. Our customers can contact us through any channel they chose to and you will have training to deliver an outstanding experience in every platform. You will need exemplary sales and service skills with an abundance of enthusiasm, resilience and passion for our brand.

What we do: Consistently deliver world class service and expert selling to gain customer loyalty, build brand recognition and meet Customer Care business goals

Key Responsibilities
• Being the first point of contact you will consistently deliver a warm and on-brand customer experience
• Addressing customer enquiries through a number of channels including phone, email, chat and social, within brand guidelines
• Works proactively to efficiently resolve customer queries, identifying appropriate solutions accurately and positively, whilst anticipating future needs of the customer
• Confidently sells through service in offering styling advice to meet customer needs
• Acts as the customer advocate within the business, escalating issues and providing customer feedback to the relevant commercial and operational teams
• Answering a wide variety of customer enquiries including; product enquiries, styling advice, returns or repairs, pricing questions, order delivery timescales and conveying a solution focused message to the customer at all times
• Liaise with internal departments such as operational and commercial teams to expedite issues that are raised by the customer
• Achieve and exceed productivity, KPI’s and sales targets without comprising the delivery of world class customer service

Requirements

• Customer focused
• Demonstrable experience in providing exceptional customer service
• Working in a customer care environment, preferably in the luxury retail sector
• Sales driven approach is essential
• Background in ecommerce would be preferred
• Keen problem solver
• Knowledge and enthusiasm for fashion
• Display a high level of maturity, poise and finesse to work with luxury and exceptionally demanding clients
• Self-motivation, high energy level, with passion to take ownership, accountability and initiative in exceeding business goals and improving existing processes
• Quick learner who can absorb extensive information on our brands and product offerings
• Displays technical agility in learning and using multiple applications and systems; ability to multi-task on a daily basis between systems
• Excellent written and verbal communication skills; including attention to detail and use of good spelling and grammar as well as the ability to build relationships with customers
• Flexible and available to work during hours of operation, including weekends
• Ability to speak and write in native level English and Arabic

About the Company

YOOX NET-A-PORTER GROUP is the world's leading online luxury fashion retailer. The Group is a Global company with Anglo-Italian roots, the result of a game-changing merger, which in October 2015, brought together YOOX GROUP and THE NET -A-PORTER GROUP; the two companies had revolutionized the luxury fashion industry since their birth in 2000.

YOOX NET-A-PORTER GROUP is a unique business with an unrivalled offering including multi-brand in-season online stores NET-A-PORTER and MR PORTER, and multi-brand off-season online stores YOOX and THE OUTNET, as well as numerous ONLINE FLAGSHIP STORES, all "Powered by YNAP". Through a joint venture established in 2012, YOOX NET -A-PORTER GROUP has partnered with Kering to manage the ONLINE FLAGSHIP STORES of several of the French group's luxury brands.

In 2016, YOOX NET-A-PORTER GROUP joined forces with Symphony, an entity controlled by Mohamed Alabbar's family, to establish a ground-breaking joint venture to create the Middle East's undisputed leader for online luxury retail.

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