Dr. Martens is a globally recognisable and culturally influential British brand, with over 60 years of rich heritage. As brand custodians, we are lucky to work for a dynamic, thriving, and ethical business, with people from diverse backgrounds, who bring their true selves to work, and where anyone can grow their career.

We are guided by three core values that are at the heart of everything we do: be yourself, act courageously, and show you care. They make us who we are and inspire us to push boundaries, embrace our individuality, and stand up for what’s right.

THE GIG

This isn't your typical customer care role. As a customer care expert, you will be a pivotal link to the Ecomm team, supporting day-to-day operations to deliver a full customer journey, whether its owning and driving FAQs changes to drive positive deflection, website auditing and amendments or reporting on and sharing tangible customer feedback to deliver improvements. You also work collaboratively with other functions across the business and externally.

Aside from this, one of your main tasks is working with your customers to develop a solution to their problem – whatever level it may be. Instead of using generic strategies that make customers feel like they are just another number, be caring and creative in your problem-solving skills. A true brand custodian that lives our values in everything they do.

This role is be based out of our Camden Hawley Crescent Head Office. Must be fluent in Italian, Spanish and English.

DAY TO DAY

• Promptly responding to more complex customer queries via email, live chat, video, phone, and social media channels.
• Immediately understanding and escalating sensitive complaints or issues that could have further implications.
• Liaising with colleagues or managers to find the best solutions to customers’ issues inside or outside the department.
• Identifying trends and common problems and escalating them to management, along with possible suggestions for improvements and initiatives through data.
• Maintaining a polite, helpful, and professional manner at all times, and respecting client confidentiality always.
• Obtaining, reporting on, and sharing customer feedback with colleagues and other departments so that products and services can be improved.
• Be an expert with new products and services as they are introduced seasonally and have the ability to talk about them with customers.
• Supporting with regional translations for onsite product, SEO, Content & FAQ’s, Legal / T&C’s.
• Responsible for website Auditing (Category, PLP, Checkout, my account etc.)
• Hybrid / Website category description amendments to support the customer journey to purchase.
• Product details amendments on site, through knowledge, and with the customer journey in mind.
• Owning and driving FAQ’s changes on site to drive positive deflection and support with conversion to purchase.
• Able to identify new ways of positive contact deflection and support with implementation of initiatives.
• Chargeback management through our payment gateways.
• Retail stores 1st line of contact in regard to Omnichannel operations and projects, cascading and receiving information that will drive a seamless approach.
• Managing on site product reviews, reporting back to Ecom Country Leads to drive and heighten the customer journey and ultimately increase revenue.

YOUR FUNDAMENTAL QUALITIES

• Experience in a customer service role, ideally with experience of supporting customers over the phone, email, and live chat for an International retailer – within fashion would be preferential.
• Fluency in English, Spanish & Italian to business level.
• Used to coordinating between 3rd party suppliers to drive smooth operational business flow.
• Self-motivated and able to multitask. Tenacious and thorough in delivering solutions to problems.
• High standard of IT literacy – ability to use CRM systems in addition to Microsoft Office packages (Word, Excel, etc)
• A clear understanding and knowledge of payment gateways & alternative payment methods, including but not limited to iDeal, Klarna, Clearpay, PayPal and Adyen.
• Works towards targets and has a KPI driven mindset.
• Knowledge of warehouse operations and Ecom operations to resolve customer queries and internal business operations in an efficient knowledgeable manner.
• An understanding of distribution and logistics to co-ordinate and to communicate effectively business wide, internally and externally.
• A lateral thinker and able to come to clear decisions quickly and concisely under pressure.
• Professional, but also authentic & fearless!

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