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 role, requiring two days a week in our Dublin office.

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.

INDFI2