Customer Care Advisor

The Role:

Be part of a central team delivering a professional, seamless and proactive service to Mulberry clients requiring information or assistance across a variety of topics and platforms. Resolve any issues to the satisfaction of all parties, reflecting the Mulberry values and integrity of the brand.

Duties & 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.

Team:

• Work collaboratively with all key stakeholders
• Participate in team meetings

Culture:

• Embrace and demonstrate the Mulberry values and behaviours: honesty, dynamism, and a community-oriented spirit.
• 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.

Sustainability:

• As a certified B Corp, we are committed to using business as a force for good. You’ll be encouraged to incorporate environmentally and socially responsible practices into your work, supporting our Made to Last strategy across Climate, Circularity, and Community.
• Help foster a culture where diversity is celebrated and every individual feels valued, respected, and included. Champion equity, empathy, and understanding in all interactions - internally and externally.

Skills And Knowledge Required:

• 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
• A strong understanding of Social Media Platforms
• Works cooperatively and effectively with others in a team to achieve shared objectives
• Reliable, punctual, adaptable and quick thinking
• Ability to multitask
• Displays strong interpersonal effectiveness
• Can identify and understand individual client needs, wants and expectations
• Customer services experience is essential
• Supporting innovation and propose creative solutions
• Experience in a luxury retail sales environment is advantageous