The Role…
We are looking for a reliable, experienced, committed and personable customer care representative to join our global Soho Support Team, based in our New York Support Office.
Main Duties...
- Assisting the New York and LA Stores via internal communication channels.
- To effectively handle all incoming calls and email enquiries for Soho House Retail (Soho Home, Soho Skin & Cowshed), converting enquiries to sales by displaying excellent product knowledge.
- Processing orders, deliveries and returns for Soho House Retail.
- Liaising with internal and external departments in order to respond effectively to any customer enquiry.
- The resolution of customer issues and complaints, including consistent follow up and escalation where necessary.
- Provide excellent product knowledge by maintaining a keen interest and understanding of all product lines.
- Customer focused, taking pride in delighting our clients by using creative and resourceful resolutions.
- To learn and exhibit an understanding of the wider business and ensure all aspects of the Soho House ethos are always adhered to.
- Adhering to set KPIs both team wide and personal.
Requirements / Qualifications...
- Can work independently and confident to manage your own time and workload
- Problem solving skills and the ability to manage complaints efficiently
- An excellent communicator through telephone and email
- Proven ability to successfully handle high volumes of calls/emails
- The ability to confidently communicate in both spoken and written English
- Previous experience with ecommerce systems (D3R) is preferred, however full training will be provided to the successful candidate
- Previous experience of working with call center solutions and email ticketing systems
- Previous experience of working with Salesforce
- An understanding of retail ecommerce along with operations and logistics
- Previous experience of working with high profile/VIP guests
- Excellent time management skills with the ability to prioritise tasks and meet deadlines
- A team player who enjoys a challenge
- Adaptable and willing to go the extra mile for members and customers
- Good attention to detail and administration skills
Why work with us...
Soho House offers competitive compensation packages that feature global benefits and perks. Whether you're seeking entry-level employment or a new opportunity to expand your profession, we offer training to develop the technical and managerial skills necessary to enhance your career.
- Health Care + 401K: Full time employees are eligible for full benefits; Medical, Dental & Vision as well as Retirement fund with a 2% match
- Paid Time Off: Full- Time Employees have sick day's + vacation days
- Career Development: Soho House can progress your career domestically or internationally as well as managerially or technically
- Soho Impact: Empowering the Soho House Community to make positive change, through mentoring, apprenticeship, local outreach and sustainability
- Learning & Development: An extensive range of internally and externally run courses are available for all employees.
- Cookhouse & House Tonic: Celebrating our passion for food and drink. Check out our monthly calendars and get involved in trips, training's and events. Available to all.
- Team Events: From fitness sessions to cinema screenings and art classes, each month we hold a series of fun events which you can sign up to.
- Team Meal: Whilst on duty in our Houses & Restaurants you will be provided with a substantial meal free of charge.