E-commerce Customer Service Representative - Luxury Brand

Summary

Carl Friedrik is a product design company challenging traditional luxury. We design and sell premium accessories and travel goods.

We empower modern professionals in their day-to-day lives with our unique blend of intelligent design, fine craftsmanship and long-lasting quality.

About the role

We are looking for a motivated and talented individual to join our team as Customer Service Representative. Someone who is passionate about customer experience and driving improvements is a must. This will be a fast-paced and intensive role as you will work closely with the E-Commerce Customer Service Manager, helping to solve customer queries and improve customer support KPIs.

Responsibilities:

• To be the face of Carl Friedrik for the customer, staying up to date with all new projects and developing a strong understanding of our brand and products
• Provide knowledgable and confident answers to customers on all platforms (online chat, email, social media, and phone)
• Display initiative and an ability for problem solving
• Action customer requests across a variety of e-commerce tech platforms and software
• Liaise with our warehouse to help track shipments for customers and adjust orders accordingly
• Liaise with our Global Payment System to help monitor customers payments/refunds, and returns
• Building strong rapports with customers, going above and beyond to help solve their queries

Ideal candidate

We’re looking for a talented and highly motivated candidate to join our small, high-powered team. 

Working days - Flexibility within the week; however, weekends are mandatory.

We are looking for someone that’s:

• Passionate: You’re passionate about your role, your team, and serving our customers.
• Proactive: You act without being told what to do and have the ability to self-handedly push a new project to the finish line.
• Strong communicator: Both within the team and externally (excellent written/verbal skills).
• Creative: You express creativity in your approach to problem solving. You always ask if there’s a better way to do something.
• Problem solver: You are able to come up with creative and logical solutions to problems and action them with no assistance.

Experience

• Experience in a customer service or customer-facing role.
• Technical understanding of order management softwares and e-commerce platforms.
• Native level English.

More about Carl Friedrik
We are challenging the outdated practises that characterise the luxury industry. By selling direct-to-consumer, embracing sustainable materials and rejecting seasonal fashion, we are better positioned to serve our customer: the modern professional.

Intelligent design is a crucial part of our ethos. Everyday accessories should be functional and a joy to use — so form always follows function in our creative process.

Accessories must also meet the demands of modern living. So we only collaborate with the finest materials and craftsmen. The result: products that last a lifetime.

Carl Friedrik in the media

• New York Times: “Best refined briefcase for daily use: Carl Friedrik”

• Forbes: “The new king in the leather goods space”

• Featured in HBO’s Emmy award-winning drama, Succession.

Benefits

• Competitive salary

• Contributory pension scheme

• Annual company trip + frequent team social events

• Flexible location, even remote

• Premium co-working spaces in London and Barcelona

• Join a fast-growing, agile and international team, passionate about innovation and making a difference

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