Our global Operations team make it possible for us to offer worldwide shipping to more than 180 countries, including same-day delivery to New York, London and Milan, while providing a seamless shopping experience across mobile, tablet and desktop, with easy returns.

We have 9 distributions centres and 11 Customer Care centres who work with in 11 different languages and are available 24/7, 365 days a year.

Operations are now seeking a talented Sales & Customer Care Consultant (Contract) to join the Customer Care team. Some of the essentials for you to know are:

Besides a competitive salary, we can offer you:

• Performance bonus schemes dependant on the type of role you are in
• Our famous staff discount along with exclusive staff sales
• MPF plus voluntary contribution from the company
• Multi-purpose insurance
• Rental Reimbursement Program
• Flexible working
• A chance to be part of a fun and caring team that support each other

Here is a breakdown of what you’ll be doing:

• Be the first point of contact, you will consistently deliver an exceptional customer experience
• Address customer enquiries through a number of channels including phone, email, chat and social, working within brand guidelines
• Work proactively to efficiently resolve customer queries, identifying appropriate solutions accurately and positively, whilst anticipating future needs of the customer
• Confidently sell through service in offering styling advice to meet customer needs and effective questioning through positive engagement
• Act as the customer advocate within the business, escalating issues and providing customer feedback to the relevant commercial and operational teams
• Answer a wide variety of customer enquiries including; product enquiries, styling advice, returns or repairs, pricing questions, order delivery timescales and conveying a solution focused message to the customer at all times
• Liaise with internal departments such as operational and commercial teams to expedite issues that are raised by the customer
• Achieve and exceed productivity, KPI’s and sales targets without comprising the delivery of exceptional customer service

The type of person we are looking for:

• Strong ability to communicate effectively in English, Mandarin and Cantonese
• A customer centric approach in all your work
• Demonstrable experience in providing exceptional customer service
• Worked in a customer care environment, preferably in the luxury retail sector
• A sales driven approach
• Background in ecommerce (preferably)
• Great commercial judgement and critical thinking
• A flexible attitude and are a keen problem solver
• Knowledge and enthusiasm for fashion
• Passion and desire to work proactively, offering an exceptional experience
• A high level of maturity, poise and finesse to work with luxury and exceptionally demanding clients
• Self-motivation, high energy level, with passion to take ownership, accountability and initiative in exceeding business, team and individual goals
• Ability to learn quickly and absorb extensive information on our brands and product offerings
• Technical agility in learning and using multiple applications and systems; ability to multi-task on a daily basis between systems
• Excellent written and verbal communication skills; including attention to detail and use of excellent spelling and grammar as well as the ability to build relationships with customers
• Flexibility and are available to work during hours of operation, including weekends and during busy periods there is an expectation to work additional shifts
• Good dose of common sense

From the moment you join the YOOX NET-A-PORTER GROUP we are committed to making your journey with us inspirational and evolutionary. If you are passionate, committed and thrive in a collaborative and fast-paced environment, then please apply with a CV.