Customer Care Executive

Job Description
JOSEPH
JOSEPH, a British contemporary designer brand, founded in 1966 by Casablanca-born Joseph Ettedgui. The JOSEPH label includes ready-to-wear, accessories and footwear. Contemporary, sophisticated, and effortless— the collections are defined by their quality and flawless fit.
The Role
The Customer Care Executive at JOSEPH Limited is responsible for managing customer service to our ecommerce and retail customers. They ensure a smooth and seamless experience for the JOSEPH customer.
Key Responsibilities -
Including but not limited to:
Act as the main point of contact for external enquiries – Ecommerce & Retail.
Continuously develop brand knowledge to increase opportunities to cross-sell, up-sell and replacement styles for orders opportunities.
Liaise with internal departments to ensure best practices in place to achieve service excellence.
In partnership with the 3PL, ensure efficient and timely deliveries always, proactively working to identify issues ahead of time.
Suggest and implement resolutions necessary to achieve revenue KPIs.
Proactively maintain escalation cases and telephone enquiries to ensure these are within department SLAs.
Support Ecommerce & Marketing teams with Season Launch and Promotions.
Liaise with third party warehouse provider.
Key Skills, Experience and Knowledge Required:
Extensive experience in Luxury and Premium customer service working in a head office environment.
Experience in a sales environment within luxury retail.
Previous experience clientelling/ personal shopping through ecommerce.
Ability to communicate confidently both verbally and written.
Able to manage and resolve difficult conversations
Able to work well under pressure and with tight deadlines.
Ability to manage, plan and organise work requirements in an efficient manner.
Goal oriented, self-sufficient, organised and values continuous improvement.
Advanced excel skillset, able to build reports from scratch and to confidently use formulas such as Sum IF, VLOOKUP, Pivot Tables, Macros etc.
Commercial acumen, able to identify cost saving opportunities.
Experience in using NAV & Salesforce desirable.
Benefits
At JOSEPH we offer a range of benefits, these include access to Retail Trust, supporting you with life’s ups and downs. Excellent staff discount scheme and access to sample sales to ensure our team members can wear our JOSEPH items.
Joseph Company Values
Uncompromising
We are driven by our ambitious expectations — good enough isn’t good enough. We understand that to compete and win in this category we must put our best foot forward, each and every time.
Integrity
How we treat our staff, make our product and the role we play in the industry and the world is underpinned by an unwavering integrity. We do the right thing, even when it’s not the easy thing. We never cut corners or sacrifice on our quality or our principles.
Attention to detail
Thought, care and a great attention to detail goes into everything we do. It’s the only way we will consistently delight our customers.
Restless
Born from the mind and spirit of a pioneer, we are curious, entrepreneurial, and always looking for new ways to push our brand, our business, and our customer experience forward.
JOSEPH is committed to equal opportunities and embraces diversity, understanding the needs and benefits of a balanced, inclusive workforce. We do not tolerate any harassment or discrimination towards any of our candidates or employees. We are proud to be an equal opportunities employer.