URBN Customer Service Coordinator - Peterborough FC

This position is located at Unit 3, Forli Strada, Peterborough, Cambridgeshire, PE73HH United Kingdom

Handling a range of customer issues on a daily basis, e.g. general enquiries and resolving complaints. Communicating with customers via email, social media platforms and phone, providing high quality service, and acting as the main link between our customers and our brands.

• Help to manage the Customer Service inboxes, and contact queues, ensuring we are responding to customers within our promised response timeframes and SLA’s. Contribute to and produce reports according to business requirements (e.g. daily, weekly, monthly).
• Working through challenging conversations with customers to turn poor experiences around and restore their faith in our brands. Contributing to decision making processes relating to individual customer cases, using guidelines to determine appropriate compensation levels.
• Working with the 3rd party contact centre to ensure they are adhering to processes and guidelines. Providing coaching to agents to help identify common service-related issues and work with relevant teams to resolve and prevent service issues
• Working in partnership with key areas of the Supply chain and the wider business, to review and challenge processes and enhance the customer experience.
• Working in line with vision & values

• Ability to communicate with confidence both verbally and with excellent written English is essential. Fluent German or French language skill may be required & would be advantageous
• Excellent communicator who can build productive and effective relationships with internal and external stakeholders (e.g. Brands, carriers, 3rd party contact centre).
• Well organised individual who is proactive and self-motivated to take on multiple tasks
  simultaneously
• Accurate and numerate, with a keen eye for detail, and good I.T skills in the MS Office software packages, particularly Excel and PowerPoint; experience of using customer/order management systems would be useful i.e Salesforce
• Customer focused, with previous experience working in a customer facing role. Experience
  working within a fashion/lifestyle retail environment would be an advantage.

Wellbeing:
- Employees Assistance program to support with mental, physical and financial health

- Fully equipped free gym and 50% discount off external gym memberships

- Private Medical Insurance
Employee Discount:
- Up to 40% off at all URBN Brands
Travel:
- Cycle to work scheme
Continued Development:
- We offer structured support within the business alongside continued learning and development

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URBN is an Equal Opportunities Employer committed to diversity and inclusion. We provide equal employment opportunities regardless of age, sexual orientation, sex, gender reassignment, pregnancy, marital status, religion, race, or disability. We base all our employment decisions on merit, job requirements and business needs.