- Ensuring customers needs are met; attending to customer queries and issues through different channels such as emails (Gorgias), phone calls, live chat and face to face- Dealing with complaints in a sensitive manner, promptly and politely.- Offering advice on products and services as well as aftercare demonstrating excellent customer service skills- Looking after customers returned items and providing refunds or exchanges for customers when necessary- Using Shopify to make any amendments to customer orders as well ensuring stock inventory is up to date- Staying on top of all spreadsheets for out of stocks, faulties, resends and delivery investigations to maintain good communication between all teams within the business

- Strong dedication for delivering and maintaining extraordinary customer service through providing personalised relationships with clients and demonstrating excellent up-to-date knowledge of luxury brands and their products including Balenciaga, Gucci, Balmain, Burberry, Moncler, Stella Mccartney, Chloe, Versace and Fendi- Helping plan to exceed key performance indicators to maximise sales potential and reach weekly individual targets and store targets through trade report analysis. Achieved an average transaction value of £300 and unit per transaction value of 1.8- Contribute to upholding the visual display of all products in line with Selfridges visual standards; collaborate with buyers and visual merchandisers on a weekly basis about current and future collections- Keep abreast of new product launches and competitors to provide customers with up-to-date knowledge of the brands- Floor leadership duties; opening/closing the store, organising floor cover and lunch breaks, assisting management with monthly rotas, managing and setting team expectations to maintain an active, accurate and organised client database to contact clients regularly and provide appropriate follow up calls/emails on all sales or client queries- Set weekly targets and produce trade reports of KPI’s including weekly turnover, incremental sales, average transaction values, sales per hour, daily footfall, footfall conversion, point of sale (in store and online), product availability, number of products sold daily, team performance and customer feedback- Assisting manager with operational procedures including inventory, visual merchandising and employee appraisals- Organising morning briefs and chat-ins with staff, delivering team briefings and sales updates to team members