Sales and Customer Care Consultant - German

Posted 9 March by Net-A-Porter Featured

Sales and Customer Care Consultant

The Business:

YOOX NET-A-PORTER GROUP is the world’s leading online luxury fashion retailer. The Group is a Global company with Anglo-Italian roots, the result of a game-changing merger between YOOX GROUP and THE NET -A-PORTER GROUP in 2015.

YOOX NET-A-PORTER GROUP is a unique business with an unrivalled offering including multi-brand in-season online stores NET-A-PORTER and MR PORTER, and multi-brand off-season online stores YOOX and THE OUTNET, as well as numerous ONLINE FLAGSHIP STORES, all "Powered by YNAP".

The Sales and Customer Care team are now seeking a talented Sales and Customer Care Consultant - German to join the team based in our offices in Charlton.

You Will:

  • 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, in all forms of communication (current contact channels include; telephone, email, live chat and social media)
  • Have excellent knowledge of THE NET-A-PORTER GROUP brands; customer service provided, products and brands stocked
  • Take a proactive approach, anticipating and preventing any barriers to a totally seamless customer experience, by going above and beyond
  • Actively promote excellence in customer service, leading by example, by being directly involved in and helping the consultants to:
  • Assist customers to register online and/or to process their orders
  • Assist customers with product enquiries
  • Communicate promptly any information to customers about their orders
  • Assist customers with any issues with regards to their returns or their orders via emails or by phone
  • Deal with customers with late returns and faulty goods
  • Handle difficult customers with professionalism
  • Deal with complaints and escalation process as appropriate
  • Maintain and promote a high level of service awareness at all times
  • Promote and lead by example in the active use of order tracker and order database
  • Facilitate communications between internal departments on issues, highlighting problems and composing solutions
  • Liaise with fulfilment for any issues with customers’ orders
  • Work with the Shipping department to solve issues raised by customers with regard to either orders or returns
  • Assisting the Finance Department with customers on security checks (calls or emails) and any accounting enquiries and flag accounting issues raised by customers
  • Work closely with the support team to monitor and manage team performance
  • Work closely with the Lead Consultant, as appropriate, including to provide team feedback
  • Mentor and support sales and customer care consultants, including encouraging them to take ownership, exceed targets, promote cross channel sales and increase productivity

You Have:

  • Fluency in speaking and writing German
  • 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
  • To be reliable and consistent
  • Flexible attitude and able to take initiative
  • Excellent eye for detail and good organizational skills
  • Experience with Microsoft packages
  • Must demonstrate an appreciation and understanding of the importance of customer care as a function within the business


Here are just a few of the amazing perks you will receive as an employee at the YOOX NET-A-PORTER Group:

  • Our famous Staff discount
  • Exclusive staff sales
  • Season ticket loan or cycle to work scheme
  • Matched contribution pension
  • Multi-purpose insurance
  • Eye-care voucher

To Apply:

From the moment you walk through our doors and join the YOOX NET-A-PORTER team 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, if you require any reasonable adjustments to complete your application, please do not hesitate to advise us accordingly.

Required skills

  • Communication Skills
  • Customer Service
  • Retail Sales
  • Cross Selling
  • Luxury Goods

Application questions

Are you currently living in the UK?
Do you require a Visa?

Reference: 34648702

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