Customer Care Representative - Temp Contract

THE ALLSAINTS TEAM

At AllSaints we are in the business of feelings - making our customers feel cool and confident. If, like us, you believe in the power of a great outfit, we'd love to talk to you.

We're a global brand made up of a very diverse mix of talented people in a huge variety of roles. Our products are designed in house and made by a small number of suppliers and artisans around the world to sustainable standards.

We are a brand embarking on a very exciting plan and we are seeking new members of the team who want to contribute to this.

THE ROLE

You will be working in partnership with a Global Contact Centre, handling North America customer communication across multiple channels and reporting directly into a Customer Operations Manager. You will be working within a fast paced, digital and high pressured environment, with a primary focus on resolving customer issues, handling escalations, processing telephone orders and refunds, and providing quality service solutions.

Role's Responsibilities:

• Providing a positive brand experience via multiple channels, including Live Chat, email, phones, and social media.
• Managing escalated customer contacts in an empathetic manner.
• Collaborate with business partners, retail leadership, and internal departments to resolve customer issues.
• Anticipating and identifying problems to action solutions swiftly.
• Personally handle serious complaints with confidence and conclusion.
• Represent the voice of the customer through reporting and improve the customer journey and business operations.
• Protect Brand reputation and assets, by consistently adhering to Brand guidelines
• Handling a high-volume of customer care and sales enquiries per day, such as complaint handling, problem solving, processing monetary transactions, liaising with logistics and payment partners, and delivering customer case resolution
• Supporting with Customer Experience administrative tasks when requested
• Acting as a brand ambassador at all times.

Skills and Abilities: 

• Business level proficiency in English (written and spoken), excellent communication and presentation skills.
• Ability to communicate in an additional language is a plus.
• Excellent working knowledge of Microsoft Office and Google Workspace
• Ability to handle difficult conversations and provide positive resolutions for team and customer.
• Natural confidence, strong listening skills and diplomacy skills
• Strong time management skills with the ability to plan, prioritise and meet deadlines.
• Self-motivated, proactive and energetic
• Natural leadership skills with strong self motivation; strategic and inspirational to others
• A creative problem solver, able to think on your feet in a quick and efficient manner
• Tech-savvy, understands and embraces new systems, innovations and technology in the digital environment
• Ability to both follow direction from Senior management and work using your own initiative

Education and Experience:

• 2-3 years of relevant retail/customer service experience.
• Previous experience with AllSaints or comparable contemporary fashion retail brand is preferred.

Pay Range in New York, New York
Exact compensation may vary based on skills, experience, and location

Salary Range: $20.00 USD/Hour, Plus wardrobe benefits 

ABOUT THE LOCATION

Our North America region is made up of 71 retail locations across the U.S. and Canada, with our flagship store in New York City. We are primarily based out of our Los Angeles studios, bringing our brand’s iconic aesthetic to West Hollywood, CA.

WHAT WE STAND FOR

The Customer is the Boss We work as one proud team to get the best for our customers

One Team We are joined up and encourage others to share their ideas

We Do What We Say We Will We know our goals, and we work with clear outcomes in mind

We Are Responsible We are self aware, understand the impact we have on others and are positive about the future