We’re looking for a sales-focused Customer Engagement & Sales Assistant to maximise sales while delivering exceptional service. You’ll engage with customers, follow up on leads, and proactively drive conversions - whether through personalised recommendations, abandoned cart outreach or finance sales support.
Alongside sales, you’ll handle customer queries, resolve complaints, and ensure a seamless shopping experience. Success in this role is measured by sales performance and customer satisfaction.
This is a hybrid position, requiring two days per week in our Dublin office.
The role is a maternity leave cover and will be a 30-hour contract over four days.
Key Responsibilities:
Sales & Revenue Growth
* Customer Follow-Ups:
* Proactively contact post-purchase customers to ensure satisfaction, drive repeat business, and increase lifetime value.
* Clienteling: Engage high-value and repeat customers with product launches, exclusive offers, and personalised recommendations to drive sales.
* Abandoned Cart Outreach : Contact customers who left their orders incomplete, assisting them in finalising purchases.
* Finance Sales Support: Follow up with V12 customers to secure sales, including declined payments and pending contracts.
* Upselling & Cross-Selling: Identify opportunities to enhance orders by recommending complementary products or services.
Customer Service & Retention
* Emails and Phone Queries: Handle customer inquiries with a proactive, solutions-focused approach, always seeking to turn interactions into sales opportunities.
* Social Media Engagement: Respond to messages and comments on Instagram and Facebook, providing quick and effective customer support while guiding potential buyers towards purchase.
* Reviews & Reputation Management: Monitor and respond to reviews on Google and Trustpilot, addressing negative feedback with personalised solutions.
* Complaints Handling: Manage complaints effectively, ensuring quick resolutions and maintaining customer loyalty. Escalate complex or VIP cases when necessary.
* Order Issue Resolution: Resolve issues related to missing, damaged, or unavailable stock, ensuring smooth transactions for customers.
* GDPR Requests: Process customer data requests as needed.
Requirements:
* Strong ability to identify and capitalise on sales opportunities while delivering exceptional service.
* Excellent written and verbal communication skills with a luxury-aligned tone of voice.
* Ability to multitask and manage various customer interactions efficiently.
* Familiarity with ecommerce platforms, finance payment options, and online reputation management tools.
* Passion for building customer relationships and driving revenue.
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