ARNE is a direct to consumer, apparel and footwear brand/retailer based in Birchwood Park near Warrington, UK.
We design and develop our products in the UK, manufacture in the near & far east and then ship directly to our customers, with ARNECLO.com ecommerce store as our only sales channel.
We have ambitious objectives over the next decade with the team believing all targets are achievable through new product category launches in shoes and womenswear alongside the creation of paid media, CRM activity and further international growth to amplify the great product / brand assets we have already created.
Reporting to our Customer Services Manager, you will be involved with day to day engagement of our customer base, responding to enquiries and feedback through multiple contact channels.
If you want to join us on our exciting journey please apply today!
Requirements Effectively handle customer queries and feedback across all channels including emails, live chat, whatsapp and Social Media delivering an excellent customer experience through to resolution Dealing with customer complaints and providing prompt resolution Continuous demonstration of empathy and professionalism for customer, aligning with company values Detecting fraud and preventing business loss, whilst supporting victims and brand reputation Liaising with various couriers on lost parcels and documenting correctly Maintaining accurate and up to date information across multiple systems Proactively keep up to date with upcoming product launches to be able to provide key information to customers Tracking and processing orders and returns Recording and reporting on areas across the customer service team including contact reason, first time response rate and faults Ability to use multiple systems with confidence to suggest change and improvements on processes where necessary Working with other teams across the business to provide insight and opportunities from customer feedback including operations, ecom, marketing and product Implementation of new processes and ensuring these are upheld across the team Create and analyse macro templates to provide quick but personalised support for customers Support the team and Manager on team training and updating detailed process documentation Uphold the companys high standard of customer experience in everything you do Bring a proactive approach to day to day, striving to improve and ultimately provide a world class experience for our customers Support the rota creations ensuring efficient agent cover at all times Team 1-1s providing feedback and areas of focus for each person Rotating shifts between the hours of 7am – 10pm, including weekend work.
Experience Strong organisational skills Computer literate, proficient in MS Office (Outlook, Excel, Word) Excellent verbal and written communication skills Great attention to detail Ability to follow process but also use own initiative to support the customer experience Ability to work as part of a team and on your own Understand the importance of brand tone and engaging with customers Benefits We are proud to be recognised as a Medium sized Sunday Times Best Place to Work for 2024 32 Days Holiday (including Bank Holidays) + your Birthday off Holidays increasing up to 36 days with service Option to buy / sell holidays Generous staff discount Private Healthcare including Dental & Optical Plans after probation Health Cash Plan from day one Life assurance paying 5x annual salary from day one Discounted marketplace with money off/cash back from 100's of places Employee Assistant Programme Cycle to Work Scheme Tech Scheme ARNE are an equal opportunities employer.
We believe that diverse people bring different skills and are committed to ensuring our business support the needs of potential colleagues from Ethnic Minority backgrounds and colleagues who may be disabled or neurodiverse.
We are committed creating a great place to work through diversity and inclusivity and we strongly encourage applications from candidates from all backgrounds to join our growing team.