SYKES is now a part of Sitel Group®, one of the largest global providers of customer experience (CX) products and solutions. With 160,000 people around the globe, in 40 countries – working from home or from one of our customer experience (CX) hubs – we securely connect best-loved brands with their customers every day in 50+ languages.
Customer Service Adviser (English UK)
About the job…
We are a global house of brands powered by optimism, innovation, and inclusivity. We believe true luxury is a freedom of expression that ignites confidence and authenticity. At Tapestry, anyone from anywhere can have the best idea, and with hard work and dedication, anything is possible.
The Brands
Our brands are approachable and inviting and create joy every day for people around the world. Defined by quality, craftsmanship, and creativity, the brands that make up our house give global audiences the opportunity for exploration and self-expression.
Coach: Defining Modern Luxury
Coach is a leading design house of modern luxury accessories and lifestyle collections, with a long-standing reputation built on quality craftsmanship. Defined by a free-spirited, all-American attitude, the brand approaches design with a modern vision, reimagining luxury for today with an authenticity and innovation that is uniquely Coach. All over the world, the Coach name is synonymous with effortless New York style.
Kate Spade
Inspiring Women to Live More Interesting Lives
Known for its crisp colour, graphic prints, and playful sophistication, Kate Spade New York’s exuberant approach to the everyday encourages personal style with a dash of incandescent charm. From handbags and clothing to tech, children swear, and home decor, Kate Spade New York’s products invite women around the world to live every day uniquely and to the fullest.
What You’ll Do
- Respond to all customers enquires within given timescales, efficiently and effectively.
- Develop and maintain a full knowledge of client products and
- recognise when a problem or query should be transferred to another department or a more senior member of staff.
- Deal with all correspondence as requested/required.
- Log all calls accurately and in line with procedure.
- Responsible for maintaining and updating all administration.
- Demonstrating an ability to troubleshoot, analyse and identify solutions using existing guidelines and tools.
- Meet minimum monitoring criteria and meet and exceed daily/weekly targets.
- Work as part of a team.
- Constantly learn, expand and share your knowledge.
Skills You’ll Need…
- Native level of English
- Experience or aptitude for customer service.
- True team player, no 9-5 mentality.
- Knowledge of Mac/PC, Android and iOS operating systems
- Good organisational skills.
- A minimum of 20 wpm on a keyboard.
- Strong client facing communication skills
- Strong sense of ownership and drive to go the extra mile to solve an issue
- Ability to troubleshoot problems, research and find answers to client questions
- Ability to work under pressure
Desirable Skills
- Previous fashion background or retail experience.
- ECDL qualification an advantage
Working Hours
- 40-hour contract fixed term temp 3 to 4 months
- 5 days from 6 on a rotational basis - Monday to Friday 11.30am to 8pm, Saturday 8.30am to 5pm
We put the customer at the heart of everything we do and you will be trained to resolve calls by taking ownership of the request/problem and providing first touch resolution whenever possible.
If you enjoy building great relationships with customers and can help make your team/department one of the best, this could be just the start of your career with us.