Customer-relations assistant

Monocle employs a worldwide team across bureaux and shops in Tokyo, Hong Kong, Toronto, Los Angeles, Zürich and London.

The customer-relations assistant is responsible for co-ordinating and managing subscriber, retail and e-commerce issues. Entrepreneurial and dynamic, you will be seated in the core of the customer relations and CRM team, driving the relationship with our clients through your initiative.

The role involves looking after customer issues and striving to keep a high satisfaction rate. You will understand luxury consumer behaviour and how to attune a message to different markets and needs. More than just a point of contact for our subscribers and web shoppers, you will be a brand ambassador.

Key responsibilities:

Upgrade customer journey
- Deliver a seamless customer-care experience
- Maintain and promote a high level of service awareness at all times
- Work in an environment with other customer-relationship specialists to reach all proposed customer goals within a specific time frame

Deliver excellent customer care
- Deliver consistently excellent customer service in line with the company ethos, across email and telephone
- Ensure all customer issues are resolved in a timely manner
- Work to resolve issues raised by customers with regard to orders or returns
- Maintain and promote a high level of service awareness at all times
- Define communications before, during and after customer interaction

Commercial activity
- Assist customers with buying subscriptions or products from our web shop, provide product information and promptly communicate regarding orders
- Work to resolve issues raised by customers with regard to orders or returns
- Assist the finance department with customers’ security checks
- Support ecommerce clients and provide post-purchase follow-up

Key requirements:

  • Experience in the premium retail and/or editorial market
  • International background
  • Excellent written and verbal skills
  • Strong drive to help others
  • Excellent organisational skills
  • Forward thinking and proactive nature
  • Fluent in English (other language skills are a distinct advantage)
  • Minimum of two years’ experience in customer relations or front of house

To apply, please send your CV and covering letter to Martin at mv@monocle.com.

Contact

Martin Vigren
mv@monocle.com

Location

London

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