customer relations London, England
Job description
The role is to provide excellent service to customers who are looking to or who have purchased from us. You are a brand ambassador, always representing sofa.corn at the highest level.
The customer service team is an integral part of our wider Customer Support team. Experience working within a Customer Service team, preferably with large ticket items. The roles requires confidence in dealing with customers queries in an efficient and courteous manner, ensuring they are acknowledged and dealt with effectively.
Collaborative working across your direct team as well as liaising closely and supporting other departments including Aftersales Trade, Delivery, Warehouse and Sales Teams.
Proactive, organised, and able to prioritise. Alongside demonstrating a high level of professionalism in all communication, reflecting company standards. The role requires adaptability and flexibility and is based in our Chelsea offices.
KEY RESPONSIBILITIES
- An in depth understanding of the importance of customer care, ensuring the customers experience is stress free. Being proactive when addressing issues so they continue to feel valued and their overall experience is a positive one
- Ensuring our customers have all of the relevant information regarding our products to enable them to make informed decisions before purchasing
- Active creation and management of quotes and general follow up with customers to ensure sales conversion
- Supporting customers and providing information about our 3rd party consumer propositions (Consumer Finance & Customer Fabric Insurance) and ensuring processes are managed effectively
- Stay up-to-date with existing and new products within the business
- Keeping customer records up to date to reflect any customer communication history so it's clear and easily accessible for other customer services team members
- Liaise with Retail Operations, Manufacturing and Logistic Teams to ensure best customer service and joined up customers experience
- Supporting customers with any queries they may have or any changes regarding orders and delivery, in a timely manner via phone and/or email
- Liaise with Retail Operations Team to ensure best customer service and joined up customers experience
- Office admin tasks as and when required (arranging couriers, filing, record keeping, forwarding communication, etc.)
- Independent decision making to tackle each individual issue raised by customers
- Collation of the daily KPI statistics file, sending onto the Retail Operations Manager in the absence of the Customer Service Team Lead
SKILL REQUIREMENT
- Previous experience working within a customer service role
- Excellent communication skills and ability to tailor approach to each individual/customer
- Knowledge of customer platform ticketing systems
- Be enthusiastic and dedicated to providing excellent customer service
- Professional, friendly and approachable with a can do attitude towards internal and external staff at all times
- Strong multi-tasker who enjoys working to schedules and deadlines
- Be fluent in English and have an excellent standard of written and spoken communication
- Work well on your own and as a part of a team
- Experience working with customer ticketing platform
- Be fully computer literate with experience using Office software
The Customer Service team operate across a 7 day working week, therefore Saturday & Sunday availability/flexibility is essential. Part time Temporary role (August-January) - 24 hours per week
Additional Information
Benefits
- In return for joining us at Frasers Group, you will receive:
- Staff Benefits which include.
- 20% off purchases made in our retail stores and online.
- 20% off our onsite Everlast Gym.
