Customer Care Consultant

Middle East Customer Care Consultant
YOOX NET-A-PORTER GROUP is the world leader in online luxury and fashion that
comprises a complete luxury retail ecosystem. The Group sells directly to
customers globally through its own family of multi-brand online shops NET-A-
PORTER, MR PORTER, YOOX and THE OUTNET. The Group's Online Flagship Stores
Division partners with many leading luxury brands to power their own
e-commerce destinations.

The Group has ‎4.3 million high-spending active customers globally. As pioneers
in bringing together the realms of technology and luxury, YOOX NET-A-PORTER
satisfies the most discerning clientele with expertly curated products from
the world's most coveted brands and personalised end-to-end service, the
latest technology and inspiring content, all shaped by ‎20 years of insights
into the modern shopper.

Our Global Operations team make it possible for us to offer worldwide shipping
to more than ‎180 countries, including same-day delivery to Hong Kong, London,
Milan and New York, while providing a seamless shopping experience across
mobile, tablet and desktop, with easy returns. We have ‎9 distribution centres
and ‎11 Customer Care centres that work in ‎11 different languages and are
available ‎24/‎7, ‎365 days a year.

YNAP Middle East is now seeking a talented Customer Care Consultant to join
the Customer Care team. The role requires you to provide superior customer
service and resolve issues on daily basis. You will be expected to lead by
example to deliver outstanding service to customers with your strong
experience and understanding of our systems and processes.
Some of the essentials for you to know are:
Location: Dubai Office
Department Size: ‎3
Reporting into: Customer Care Implementation Manager
Besides a competitive salary, we can offer you:
* Performance bonus schemes dependant on the type of role you are in
* Our famous staff discount along with exclusive staff sales
* Annual airfare to home country
* Group Medical & Life Insurance coverage
* Flexible working (Work in Office ‎2 days/week - WFH ‎3 days/week)
* A chance to be part of a fun and caring team that support each other
Here is a breakdown of what you'll be doing:
* Work within our operational team to assist with a wide range of order fulfilment and returns tasks.
* Liaise with internal departments such as operational and commercial teams to expedite issues that are raised by the customer.
* Help us drive impactful changes that will improve customer and staff experience through enhancements to processes, tools and SLAs.
* Communicate with customers in a willing and professional manner, aiming to turn negative situations into positive outcomes, using available resources to solve problems.
* Playing a key role in a high performing team, who are fully committed to maintaining a strong operation, ensuring the pre-dispatch and returns customer journey is as smooth as possible.
* Learning more about the payment structure for each brand and working with payment tasks in the long term.
The type of person we are looking for:
* Excellent written and verbal communication skills in both Arabic and English
* A flair for operations and can understand processes easily.
* Flexibility to adapt to changes in a fast-paced environment. You can understand changes effortlessly when delivered through various channels, e.g. training presentations, via email
* Technical agility in learning and using multiple applications and systems; ability to multi-task daily between systems.
From the moment you join the YOOX NET-A-PORTER GROUP we are committed to
making your journey with us inspirational and evolutionary. If you are
passionate, committed and thrive in a collaborative and fast-paced
environment, then please apply with a CV.
YOOX NET-A-PORTER GROUP is an equal opportunities employer, we encourage
people with a diverse range of backgrounds to apply. We recognize and
celebrate the benefits that diversity brings to our workplace, our business
and our customers. We welcome and will consider all applications regardless of
race and nationality, religion, color, sex, pregnancy or related medical
conditions, parental status, sexual orientation, gender identity, gender
expression, age, status as an individual with a disability, or any other
legally protected characteristics.
__
If you require any reasonable adjustments to complete your application,
please do not hesitate to advise us accordingly.