US Customer Service Representative (Soho Home - Remote)

Who we are…

Soho House & Co is a collection of members' clubs, restaurants, hotels and cinemas, catering to those in the film, media, fashion and creative industries. The company has unique ventures throughout the UK, USA, Canada, Europe and Asia, with new openings planned globally.

Our mission...

Soho House is a platform for creativity and a space for its diverse membership to have fun, connect, discover and grow. Our passion is people, and we put members and our team at the heart of everything we do. We promote equality, respect and kindness within our walls, and in every community, we create around the world. At Soho House, culture is everything and we believe that our Houses are only as good as the people who work within them

The role:

We are looking for a reliable, experienced, committed and personable eCommerce Customer Care Agent to join our first-ever Soho Support Team role in the US to assist our customers globally.

Responsibilities:

• Joining our Sales & Support team, you will effectively handle all incoming global calls and email enquiries for Soho Home from both public customers & members
• Achieving department SLA’s & KPI’s consistently on a weekly/monthly basis
• You will 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
• As you’ll be based in the US, you will also be responsible for supporting our Retail Stores/Trade and Interior Design Teams in New York and LA, on post-purchase related customer queries
• Ensuring these are picked up timely and all internal stakeholders kept up to date to avoid escalation
• Liaising with internal and external departments in order to respond effectively to any customer enquiry
• Customer focused, taking pride in delighting our clients by using creative and resourceful resolutions
• To learn and exhibit an understanding of the wider business and ensure all aspects of the Soho House ethos are always adhered to
• Adhering to set KPIs & SLA’s both team wide and personal

Desired Skills:

• Can work independently and confidently to manage your own time and workload
• Effectively work towards SLA’s & KPI’s
• Being accountable and receptive to feedback and areas of development
• Problem solving skills and the ability to manage complaints efficiently
• An excellent communicator through telephone and email
• Proven ability to successfully handle high volumes of calls/emails
• The 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
• An 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 prioritise 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:

• 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.

Note

This document reflects the job content at 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.