• Ensure that the department adheres to impeccable housekeeping standards, is replenished with refrigerator refreshments and also Harvey Nichols packaging.
• Maximise sales through up-selling and recommendations.
• Provide the highest possible standards of customer service ensuring all clients are greeted and bid farewell in a polite, efficient, professional and friendly manner.
• Answer telephone calls politely and professionally and complete any resulting actions required. Ensure messages are communicated as intended.
• Courteously escort all clients to fitting rooms or waiting areas, making sure all clients are offered refreshments.
• Manage the life cycle of customer enquiries and ensure each customer interaction is followed through to the end.
• Be aware of, and promote, all services and activities throughout the store.
• Establish a good working relationship with team members.
• Maintain the accuracy and integrity of the reservations and appointment booking system and follow company procedures when making, altering or confirming bookings.
• Operate the waiting areas efficiently ensuring property is secure and clients are informed of any delays
• Handle any customer complaints raised at reception in a professional manner. Ensure the manager on duty is aware of any problems or issues relating to customer service.
• Have a thorough knowledge of the all the services available within Private Shopping.
• Ensure all payments for clients good and events are taken accordingly and in line with appropriate procedures.
• Ensure that the department is maintained in a safe manner, free of hazards, and that store Health and Safety Regulations are adhered to at all times.
• Demonstrate a pro-active approach to self-development.
• Maintain high standards of personal presentation in line with company dress code guidelines.
• Ensure that personal KPI’s are achieved.
Qualifications and Experience required
• Customer service experience
• Computer literacy
• Previous experience with client book / personal shopper for a luxury fashion brand essential.
• Extensive knowledge of the current trends including fashion and beauty within women and men’s categories.
• Understanding of ecommerce platform back-office is desirable.
• Understanding of CRM.
• PC and technology literate.
Skills and Personal attributes required
• Communication skills
• Customer service centric
• Drive and energy
• Building working relationships
• Team player
• Problem Solving
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