Experienced Customer Service Representative – Soho Home Remote Support Team

At arenaflex, we're passionate about creating a platform for creativity and a space for our diverse membership to have fun, connect, discover, and grow. As a leading collection of members' clubs, restaurants, hotels, and cinemas catering to the film, media, fashion, and creative industries, we're committed to promoting equality, respect, and kindness within our walls and in every community we create around the world. We're now seeking a reliable, experienced, and personable eCommerce Customer Care Agent to join our first-ever Soho Support Team role in the US. As a key member of our Sales & Support team, you'll play a vital role in assisting our customers globally, providing exceptional product knowledge, and ensuring seamless customer experiences.

Responsibilities:

* Join our Sales & Support team and effectively handle all incoming global calls and email enquiries for Soho Home from both public customers & members

• Achieve department SLA's & KPI's consistently on a weekly/monthly basis
• Support with converting enquiries to sales by displaying excellent product knowledge, website knowledge, order & delivery related requests
• Provide excellent product knowledge by maintaining a keen interest and understanding of all product lines and new collection launches
• As you'll be based in the US, you'll also be responsible for supporting our Retail Stores/Trade and Interior Design Teams in New York and LA on post-purchase related customer queries
• Ensure these are picked up timely and all internal stakeholders kept up to date to avoid escalation
• Liaise with internal and external departments in order to respond effectively to any customer enquiry
• Customer focused, taking pride in delighting our clients by using creative and resourceful resolutions
• Learn and exhibit an understanding of the wider business and ensure all aspects of the Soho House ethos are always adhered to
• Adhere to set KPIs & SLA's both team wide and personal

Desired Skills:

* Can work independently and confidently to manage your own time and workload

• Effectively work towards SLA's & KPI's
• Being accountable and receptive to feedback and areas of development
• Problem-solving skills and the ability to manage complaints efficiently
• An excellent communicator through telephone and email
• Proven ability to successfully handle high volumes of calls/emails
• The ability to confidently communicate in both spoken and written English
• Previous experience with ecommerce systems (D3R) is preferred, however full training will be provided to the successful candidate
• Previous experience of working with call centre solutions and email ticketing systems
• Previous experience of working with Salesforce is preferred, however full training will be provided to the successful candidate
• An understanding of retail ecommerce along with operations and logistics
• Previous experience of working with high profile/VIP guests/members
• Excellent time management skills with the ability to prioritise tasks and meet deadlines
• A team player who enjoys a challenge
• Adaptable and willing to go the extra mile for members and customers
• Good attention to detail and administration skills
• Sufficient knowledge of Microsoft Office

What We Offer:

* A dynamic and supportive work environment

• Opportunities for career growth and professional development
• Competitive compensation and benefits package
• Flexible working hours and remote work options
• Access to exclusive arenaflex events and experiences
• A chance to be part of a global community of creatives and innovators

Work Environment and Company Culture:

At arenaflex, we're committed to creating a work environment that's inclusive, diverse, and supportive. Our team is passionate about delivering exceptional customer experiences, and we're looking for someone who shares our values and is eager to contribute to our mission. As a remote worker, you'll have the flexibility to work from anywhere, while still being part of a dynamic and collaborative team. We're committed to providing the necessary tools and resources to ensure your success, and we're excited to welcome you to our arenaflex family.

Compensation, Perks, and Benefits:

We offer a competitive compensation package, including a salary, benefits, and perks. As a remote worker, you'll have the flexibility to work from anywhere, while still being part of a dynamic and collaborative team.

How to Apply:

If you're passionate about delivering exceptional customer experiences and are eager to join our arenaflex team, please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!

Note:

Only those eligible to work in the US or have a valid US work permit/visa will be considered for this position. This document reflects the job content at time of writing and will be subject to periodic change in the light of changing operational and environmental requirements. Such changes will be discussed with the jobholder and the job description amended accordingly. Apply To this Job Apply for this job Apply for this job