Job Description
At arenaflex, we're a community-driven organization that fosters creativity, inclusivity, and growth. Our mission is to provide a platform for individuals to connect, discover, and thrive in a supportive environment. As a key member of our Sales & Support team, you'll play a vital role in delivering exceptional customer experiences and driving business success. **About arenaflex** arenaflex is a global organization with a presence in the UK, USA, Canada, Europe, and Asia. We operate a collection of members' clubs, restaurants, hotels, and cinemas, catering to the film, media, fashion, and creative industries. Our unique ventures and global reach offer endless opportunities for growth and collaboration. **The Role** We're seeking a reliable, experienced, and personable eCommerce Customer Care Agent to join our first-ever Soho Support Team role in the US. As a key member of our team, you'll be responsible for handling all incoming global calls and email enquiries for Soho Home from both public customers and members. Your primary focus will be on providing exceptional customer experiences, converting enquiries to sales, and supporting our Retail Stores/Trade and Interior Design Teams in New York and LA. **Key Responsibilities** * Effectively handle all incoming global calls and email enquiries for Soho Home from both public customers and members * Achieve department SLA's & KPI's consistently on a weekly/monthly basis * Support with converting enquiries to sales by displaying excellent product knowledge, website knowledge, order & delivery related requests * Provide excellent product knowledge by maintaining a keen interest and understanding of all product lines and new collection launches * Support our Retail Stores/Trade and Interior Design Teams in New York and LA on post-purchase related customer queries * Ensure timely resolution of customer queries and keep internal stakeholders informed to avoid escalation * Liaise with internal and external departments to respond effectively to customer enquiries * Demonstrate a customer-focused approach, taking pride in delighting our clients with creative and resourceful resolutions * Learn and exhibit an understanding of the wider business and ensure all aspects of the arenaflex ethos are always adhered to * Adhere to set KPIs & SLA's both team-wide and personal **Desired Skills** * Ability to work independently and confidently manage your own time and workload * Effective time management and prioritization skills to meet deadlines * Problem-solving skills and the ability to manage complaints efficiently * Excellent communication skills through telephone and email * Proven ability to successfully handle high volumes of calls/emails * Ability to confidently communicate in both spoken and written English * Previous experience with ecommerce systems (D3R) is preferred, however full training will be provided to the successful candidate * Previous experience of working with call centre solutions and email ticketing systems * Previous experience of working with Salesforce is preferred, however full training will be provided to the successful candidate * Understanding of retail ecommerce along with operations and logistics * Previous experience of working with high-profile/VIP guests/members * Excellent time management skills with the ability to prioritize tasks and meet deadlines * A team player who enjoys a challenge * Adaptable and willing to go the extra mile for members and customers * Good attention to detail and administration skills * Sufficient knowledge of Microsoft Office **General Requirements** * Ensure the highest level of personal appearance at all times * Ensure that you are on time for work * Adhere to the company procedures for sickness and absence * Be fully aware of the fire and bomb procedures * Identify and report hazards and maintenance requirements in the workplace * Any reasonable requests from Senior Management/Directors **Health and Safety** * Ensure that all potential and real hazards are reported immediately and rectified * Be fully conversant with all departmental Fire, Emergency, and BOMB procedures * Emergency procedures are rehearsed quarterly with attendance records, implemented, and enforced to provide for the security and safety of guests and employees * Ensure the safety of the persons and the property of all within the premises, by strict adherence to existing laws, statues, and applicable ordinances, and by anticipating possible and probable hazards and conditions and either correcting them or pre-planning a defence against them * Stimulate and encourage a general awareness of Health and Safety in relation to all tasks and activities undertaken in the department **What We Offer** * Competitive salary and benefits package * Opportunity to work with a global organization and contribute to its growth and success * Collaborative and dynamic work environment * Professional development and training opportunities * Recognition and rewards for outstanding performance * Flexible working arrangements and remote work options * Access to exclusive arenaflex events and experiences **How to Apply** If you're a motivated and customer-focused individual with a passion for delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you! **Note** This job description reflects the job content at the time of writing and will be subject to periodic change in the light of changing operational and environmental requirements. Such changes will be discussed with the jobholder and the job description amended accordingly. Only those eligible to work in the US or have a valid US work permit/visa will be considered for the above position. Apply for this job