Sales and Customer Care Consultant, LuxExperience
Office located in Charlton, London
Digital, multi-brand luxury group
Job no longer available
Digital, multi-brand luxury group
201-500 employees
Job no longer available
Office located in Charlton, London
201-500 employees
Company mission
To create communities for luxury enthusiasts with unique digital and physical experiences.
Role
Who you are
- Previous in luxury sales and service in retail
- Excellent written and verbal communication skills
- Fluency in a second language is beneficial
- Previous experience in a contact centre environment is beneficial
- Ability to coach and mentor more junior members of the team
- Ability to deal with more complex customer issues
- Good team player
- Excellent keyboard and written skills, articulate with good spelling and grammar
- Excellent communication skills specifically in regard to building relationships with customers
- Reliable and consistent
- Flexible attitude and able to take initiative
What the job involves
- You'll be the first port of call for YNAP customers; acting as a brand ambassador for the YOOX NET-A-PORTER GROUP, ensuring an outstanding service, shopping experience, and product expertise
- Act as a brand ambassador for THE NET-A-PORTER GROUP ensuring an outstanding service and shopping experience are provided for our customers with every contact including telephone, email and/or live chat
- Assist customers to process orders, reserve products and/or to register online
- Convert product enquiries to orders whilst introducing additional product options for improved customer experience
- Take a proactive approach, anticipating and preventing any barriers to a totally seamless customer experience, by going above and beyond
- Maintain professional communication with all customers consistently, promoting a high level of service awareness at all times
- Complete follow up contact with customers to offer customer care support post-order
- Communicate promptly any information to customers about their orders using order management systems
- Attend training sessions to expand designer knowledge, always representing Customer Care with the utmost professionalism
- Assist customers with any order issues with regards to their returns or their orders via contact channels
- Highlight impacts to customer experience and compose solutions to Assistant Manager
- Liaise with internal departments for any issues with customers’ orders
- Escalate potential complaints to Senior Consultant for efficient resolution
Salary benchmarks
Our take
LuxExperience is a global digital luxury group with ambitions to reshape how luxury is experienced online. And since its rebrand in 2025 following its acquisition of YNAP, LuxExperience has set out a clear goal: to build a customer-first luxury platform that combines scale technology and curation.
The group's strength lies in its portfolio of distinct but complementary brands. Mytheresa serves high-end, wardrobe-building luxury clients, while NEt-A-Porter and Mr Porter focus on fashion-forward womenswear and menswear. YOOX complete the picture as the group's off-price destination, offering past-season designer fashion. Together, these brands covers a wide range of luxury categories and create experiences that extend beyond simple transactions.
LuxExperience is already making its mark too, with Mytheresa delivering strong growth and early signs of recovery at Net-A-Porter and r Porter. While the turnaround is still in progress, the company's direction is clear. The Group isn't just aiming to grow, but to become the leading digital home for luxury enthusiasts worldwide.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-3% employee growth in 12 months
Company
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