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.

INDFI2