Aftersales Customer Care Agent

Job Title: Aftersales Customer Care Agent

About MILE:

MILE is a dynamic and innovative company dedicated to the luxury fashion sector. We are looking for a Customer Care Agent to join our growing team and help us elevate our Customer Care function.

Overview:

We are in search of a Customer Experience Agent focused on Aftersales working from our in-house flagship warehouse site in Dinnington, Sheffield. The ideal candidate will have experience in working in Customer Services from an aftersales perspective, focusing on Delivery queries, stock accuracy & quality contacts.

Responsibilities:

Responding to multi-channel customer queries using ZenDesk
Resolving customer contacts including (but not exclusive to):

o

“Where is my order?”
o

In Transit issues (lateness, tracking issues)
o

Stock queries related to orders e.g. wrong colour, wrong item, wrong size
o

Delivery issues – incorrect address, returned to sender, customs held orders
o

Damages
o

Product care
o

Sizing

Building strong relationships with our delivery partners
Dealing with carrier enquiries including (but not exclusive to):

o

DHL
o

DPD
o

UPS
o

FEDEX

·

Unblocking delivery issues relating to customs / paperwork
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Stock checks to validate customer feedback
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Liaising with merchandising team for any sizing / copy / product imagery issues
·

Returns enquiries
·

Replacement order creation

Skills & Experience

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Previous customer service experience relating to online orders
·

Use of Zendesk desirable