Customer Service - Ralph Lauren

We are an equal opportunities employer and we welcome applications from all suitably qualified persons

This role is fast paced and exciting where each day is different! No boring repetition of going through the motions. You will be working for the Ralph Lauren Brand, a prestigious company where we value and reward outstanding customer service.

We are looking for candidates who will be the flag bearers for the brand, assisting Ralph Lauren customers from all around the world with their enquiries via phone, email and webchat.

Do you want to talk to Paris, Munich and Milan? Do you love fashion? Do you live and breathe your brands? Then this is the ideal role for you! We want to hear from you!

• 37.5 hours per week
• Start Date: Monday 12th August 2024
• Permanent, Full-time Contract!
• Salary: £22,308
• Comprehensive training to help you succeed: 4 weeks - Monday - Friday 09:00 - 17:30
• This is work on site, City Park, Alexandra Parade, Glasgow - WORKING FROM HOME IS NOT AN OPTION FOR THIS ROLE
• Shifts between
  08:00- 21:00 Monday – Friday & 08:00 – 18:00 Saturday - Sunday

Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)

• Managing escalations while maintaining the relationship between departments and servicing clients’ needs
• Your day to day duties will include handling escalations with our customers via phone, email & live chat.
• Providing direct feedback to your peers and our client Ralph Lauren
• Providing support with daily administrative tasks
• Handling Specialist Tier 1 queues to overturn customer experience – across all 3 channels
• Completing second contact resolution across all 3 channels
• Ensure all administrative tasks are completed in timely manner, maximum efficiency & self-management required
• High level communication skills are required as successful candidates will be required to communicate with our client Ralph Lauren and their customer base.
• Quickly and efficiently identifies customer requirements and proactively delivers solutions
• Applies discretion and delivers timely judgments with the primary goal of resolving the customer’s problem and ensuring the retention of a satisfied customer
• Embraces training, coaching and development to become a knowledge expert in terms of the client’s products and services, effectively promoting brand values to customers
• Keeps ahead of any changes to campaign/account information and takes every opportunity to increase campaign knowledge
• Manages and takes ownership of own performance with the use of Monthly Balanced Performance Scorecards and applies every effort to meet and exceed Key Performance Indicators (KPI’s) and Performance targets
• Ensures that a great customer experience is at the heart of everything they deliver
• Consistently demonstrates the Teleperformance values of Professionalism, Integrity,

Commitment, Innovation and Respect in every interaction

• Manages own attendance effectively including, holiday entitlement, sickness and lateness
• Ensures highest levels of data protection, security adherence and prevention of fraud within own role
• Conducts themselves in such a manner which embraces diversity and respect for others, and engages colleagues, managers and work in a positive way · Other duties as assigned. 

Work Experience

• 12 months of customer service experience, preferably in a contact centre environment
• Retail experience is highly desirable

Required Skills

• To be able to provide an exceptional level of customer service in a timely manner whilst working in a fast-paced luxury retail environment whilst adhering to our policies and procedures
• Excellent communication skills both written and verbal enabling you to engage in effective conversations, build strong connections and show empathy with customers
• The ability to take ownership of customer enquiries through to resolution, you will pride yourself on delivering a customer experience that exceeds expectations, delivering a personalised, friendly & efficient service
• Be resilient to a continuous changing environment
• Problem-solving aptitude and the capacity to think on your feet
• Have excellent attention to detail
• Takes personal accountability for time management & absence
• Comprehensive computer skills
• Effective use of Office tools including email, use of internet browsers and others
• Can consistently demonstrate a high level of spelling, punctuation and grammar to communicate effectively with a luxury client.

We look forward to getting in contact with you if you have any customer service experience or if you are looking to broaden your skills into a customer-focussed role – a friendly team player with the right attitude will thrive and feel right at home with TP.