At Kurt Geiger we celebrate individuality, believing our differences make us more powerful as a collective.
Diversity, equality and inclusion are at the core of who we are and we strive to reflect this in every corner of our company culture, starting with the promotion of equal opportunities.
We are committed to creating an inclusive workplace where everyone is granted the opportunity to thrive as their authentic self
Kurt Geiger first opened in Britain’s fashion capital on Bond Street, London in 1963. Since the Sixties Kurt Geiger has not stood still as it continuously evolves to make covetable footwear and accessories with a unique market position, pairing aspiration with accessibility.
Our Selfridges operation spans over the ladies, men’s and kids wear shoe galleries, selling over 250 luxury brands. This is an exciting environment within a store that whose vision is to be the destination for the most extraordinary customer experience by surprising, amazing and amusing their visitors and making everyone feel welcome.
As a Customer Service Representative specializing in shoes, you will be the frontline ambassador for Kurt Geiger in Selfridges, providing exceptional service to all customers regarding their inquiries, concerns, and purchases related to footwear. Your role is pivotal in ensuring customer satisfaction and brand loyalty through effective communication and problem-sol
Requirements
Customer Assistance: Provide timely and accurate assistance to customers via various channels such as, the Zendesk system and emails via Microsoft outlook regarding shoe-related inquiries, including product features, sizing, availability, and order status.
Order Management: Process online shoe orders, exchanges, returns, and refunds efficiently while adhering to company policies and procedures. Use our stock management software (REX) daily, to check all departments for any rejected/ cancelled online/store orders.
Problem Resolution: Address and resolve customer complaints, issues, and escalations related to shoes promptly and professionally. Identify root causes of problems and take appropriate actions to ensure customer satisfaction.
Product Knowledge: Develop a comprehensive understanding of the shoe products offered by the company, including materials, designs, and technology. Stay updated on new releases, promotions, and trends in the footwear industry.
Documentation and Reporting: Maintain accurate records of customer interactions, transactions, and resolutions using Excel. Write an end of the day report at the end of each day to all senior managers.
Team Collaboration: Communicate and build relationships with different departments to assist with your day-to-day work.
Shoe Inspection: Conduct thorough inspections of all shoes returned by customers before determining the appropriate outcome. Ensure accuracy and attention to detail in assessing the condition of returned footwear.
Logistics Coordination: Coordinate the collection of shoes from customers' locations in a timely and efficient manner.
CVS Orders: Select the correct footwear, package securely and arrange deliveries. Monitor deliveries to ensure timely arrival and prevent any potential loss or delays. Maintain detailed records of collection and delivery schedules.
Benefits
If you’re successful, you will work for a business which recognises that amazing people are the key to driving our business forward and fulfil our vision of being the world’s leading multi-channel retailer of luxury branded shoes and accessories. We are a fast-paced business where no two days are the same, so you will need to be adaptable; but we will reward your hard-work, commitment and loyalty with a fantastic benefits package and very real opportunities for progression.
We Are One
For Love | For Diversity | For Change | For Equality | For Kindness | For Freedom | Against Racism
