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Customer Care Expert

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Mulberry England

1mo ago

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Customer Relations
    Sustainability
  • London
  • Quick Apply

AI generated summary

  • You must be self-disciplined, organized, and calm under pressure with excellent communication skills, computer literacy, teamwork, and a background in luxury retail or customer service.
  • You will engage clients, manage inquiries across channels, prioritize tasks, collaborate with teams, stay updated on trends, and promote inclusivity and sustainability in all interactions.

Requirements

  • Must be self-disciplined with excellent organisational and prioritisation skills for ultimate efficiency combined with resilience and flexibility to stay calm and work under pressure in order to deliver excellent customer service.
  • Excellent communication skills, written and verbal.
  • Computer literate with excellent knowledge of MS Office.
  • An understanding of Social Media Platforms.
  • Works cooperatively and effectively with others in a team to achieve shared objectives.
  • Reliable, punctual and quick thinking.
  • Ability to multitask.
  • Displays strong interpersonal effectiveness.
  • Can identify and understand individual client needs, wants and expectations.
  • Experience in a luxury retail sales environment or Customer Services is advantageous.
  • Bank Holiday cover including Boxing day will be required.

Responsibilities

  • Create a welcoming experience for all clients using the Mulberry brand values.
  • Take ownership and responsibility for all client contact ensuring a swift response/resolution.
  • Respond to incoming correspondence in accordance with agreed procedures and standards across email, telephone, live chat and our social channels.
  • Be proactive within the team and recognise workload priorities.
  • Undertake ad hoc administrative duties as requested.
  • Show a willingness to complete tasks within a given time scale.
  • Adhere to deadlines.
  • Keep up to date with current Mulberry media/press happenings.
  • Be aware of latest trends and movements within the fashion industry.
  • Work collaboratively with all key stakeholders.
  • Participate in team meetings.
  • Understand and demonstrate the Mulberry employee values and behaviours: Be Bold, Be Imaginative, Be Open, Be Responsible.
  • Support Mulberry to deliver an inclusive culture, through behaving in a way that is open-minded and respectful towards others, and understanding that your views, opinions, and experiences may not always be shared by your colleagues.
  • Act as an ambassador for Mulberry and communicate positively about the brand.
  • As a certified B Corp business, it is important to incorporate environmentally responsible practices into your work wherever possible. Support the businesses ‘Five C’s’ strategy in addressing and improving Climate, Cultivation, Craft, Culture and Circularity. Promote a greener, more sustainable future.
  • Support to foster an environment where diversity is embraced and all individuals feel valued, respected and included. Promote equity, empathy and understanding and demonstrate this commitment within your internal and external communities.

FAQs

What is the main responsibility of a Customer Care Expert at Mulberry?

The main responsibility is to deliver a professional, seamless, and proactive service to Mulberry clients, resolving any issues to the satisfaction of all parties while reflecting the brand's values and integrity.

What skills are required for this position?

Required skills include excellent organizational and prioritization skills, strong written and verbal communication, proficiency in MS Office, understanding of social media platforms, and the ability to identify and understand individual client needs and expectations.

Is prior experience in luxury retail or customer service important for this role?

Yes, experience in a luxury retail sales environment or customer services is advantageous for this position.

What are the working hours for the Customer Care Expert role?

The role requires availability for Bank Holiday cover, including Boxing Day.

Does Mulberry provide any benefits for employees?

Yes, Mulberry offers benefits including a product allowance, an additional day off for your birthday, staff discounts, pension contributions, life assurance, and access to an onsite gym at the London office.

Are there opportunities for professional development at Mulberry?

Yes, Mulberry provides training and development opportunities, including full access to LinkedIn Learning.

Does this role include any sustainability initiatives?

Yes, as a certified B Corp business, Mulberry expects employees to incorporate environmentally responsible practices into their work and support the company’s sustainability initiatives.

Is teamwork important in this role?

Yes, the Customer Care Expert is expected to work collaboratively with all key stakeholders and participate in team meetings.

What type of culture does Mulberry promote?

Mulberry promotes a culture that encourages boldness, imagination, openness, and responsibility while fostering diversity and inclusion among its employees.

How can I request adjustments to the application or interview process?

You can request adjustments by emailing talent@mulberry.com to ensure you can be at your best during the application or interview process.

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Mulberry England

Crafting beautiful leather goods that are made to last.

Retail & Consumer Goods
Industry
1001-5000
Employees
1971
Founded Year

Mission & Purpose

Established in Somerset in 1971 around a kitchen table, Mulberry has grown to be the largest maker of luxury leather goods in the United Kingdom. With a bold contemporary take on British heritage and a focus on responsible craft, our ambition is always to create progressive luxury pieces that are made to last. Sustainability has been at the heart of Mulberry since its inception, and in 2021, to mark our fiftieth anniversary, we launched our Manifesto. In it, we detail our commitment to be transformative in our thinking and actions in every area, from sourcing and manufacturing, to production, to our relationships with the communities around us. The Manifesto provides the foundations of its commitment to a regenerative and circular supply chain by 2030 – only then can we be a business that truly is Made to Last. Believing our bags should have long – if not multiple - lives, Mulberry offer customers artisanal repair and restoration services at our Lifetime Service Centre in Somerset. In 2020 we also introduced two new propositions: The Mulberry Exchange, a circular resale platform offering authenticated pre-loved Mulberry bags, including rare and archive styles, and Buy-Back, a service allowing customers the opportunity to trade in their existing Mulberry bag for credit towards a new purchase. Mulberry may now be a global brand, currently made up of over 1,200 employees all over the world, across offices, stores, and factories, but our values remain the same. As an equal opportunities employer, we are committed to Diversity, Equity, and Inclusion in the workplace, and we focus on improving our impact on people, as well as the planet.