Experienced Customer Service Representative – Soho Home Remote Support Team

Join arenaflex, a global leader in the creative industries, as a Customer Service Representative for Soho Home, our e-commerce platform catering to the film, media, fashion, and creative industries. As a key member of our Sales & Support team, you will be responsible for delivering exceptional customer experiences, driving sales, and promoting arenaflex's unique culture and values.

About arenaflex

arenaflex is a collection of members' clubs, restaurants, hotels, and cinemas that provide a platform for creativity and a space for its diverse membership to have fun, connect, discover, and grow. With unique ventures throughout the UK, USA, Canada, Europe, and Asia, we are committed to promoting equality, respect, and kindness within our walls and in every community we create around the world. Our passion is people, and we put members and our team at the heart of everything we do.

The Role

We are seeking a reliable, experienced, and committed Customer Service Representative to join our first-ever Soho Support Team role in the US. As a key member of our team, you will be responsible for:

• Handling all incoming global calls and email enquiries for Soho Home from both public customers and members
• Achieving department SLA's and KPI's consistently on a weekly/monthly basis
• Supporting the conversion of enquiries to sales by displaying excellent product knowledge, website knowledge, order, and delivery-related requests
• Providing excellent product knowledge by maintaining a keen interest and understanding of all product lines and new collection launches
• Supporting our Retail Stores/Trade and Interior Design Teams in New York and LA on post-purchase-related customer queries
• Ensuring timely resolution of customer queries and keeping internal stakeholders informed to avoid escalation
• Liaising with internal and external departments to respond effectively to customer enquiries
• Delivering exceptional customer experiences by using creative and resourceful resolutions
• Learning and exhibiting an understanding of the wider business and ensuring all aspects of the arenaflex ethos are always adhered to
• Adhering to set KPI's and SLA's both team-wide and personal

Desired Skills

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

• Effectively working towards SLA's and KPI's
• Being accountable and receptive to feedback and areas of development
• Problem-solving skills and the ability to manage complaints efficiently
• Excellent communication skills through telephone and email
• Proven ability to successfully handle high volumes of calls/emails
• Ability to confidently communicate in both spoken and written English
• Previous experience with e-commerce systems (D3R) is preferred, but 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, but full training will be provided to the successful candidate
• Understanding of retail e-commerce 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

General Requirements

* Ensure the highest level of personal appearance at all times

• Ensure that you are on time for work
• Adhere to the company procedures for sickness and absence
• Be fully aware of the fire and bomb procedures
• Identify and report hazards and maintenance requirements in the workplace
• Any reasonable requests from Senior Management/Directors

Health and Safety

* Ensure that all potential and real hazards are reported immediately and rectified

• Be fully conversant with all departmental Fire, Emergency, and BOMB procedures
• Emergency procedures are rehearsed quarterly with attendance records, implemented, and enforced to provide for the security and safety of guests and employees
• Ensure the safety of the persons and the property of all within the premises, by strict adherence to existing laws, statues, and applicable ordinances, and by anticipating possible and probable hazards and conditions and either correcting them or pre-planning a defence against them
• Stimulate and encourage a general awareness of Health and Safety in relation to all tasks and activities undertaken in the department

Career Growth Opportunities and Learning Benefits

As a key member of our team, you will have the opportunity to:

• Develop your skills and knowledge in customer service, sales, and e-commerce
• Work with a global team and contribute to the growth and success of arenaflex
• Participate in training and development programs to enhance your skills and career prospects
• Enjoy a dynamic and supportive work environment that promotes creativity, innovation, and collaboration

Work Environment and Company Culture

arenaflex is committed to creating a positive and inclusive work environment that values diversity, equality, and respect. Our culture is built on the principles of creativity, innovation, and collaboration, and we strive to provide a workplace that is safe, healthy, and enjoyable for all employees.

Compensation, Perks, and Benefits

arenaflex offers a competitive salary and benefits package, including:

• Competitive salary and bonus structure
• Comprehensive health insurance and wellness programs
• Generous paid time off and holidays
• Professional development opportunities and training programs
• Access to exclusive arenaflex events and experiences
• A dynamic and supportive work environment that promotes creativity, innovation, and collaboration

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!

Note

This job description reflects the job content at the 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. Only those eligible to work in the US or have a valid US work permit/visa will be considered for the above position. Apply for this job