Customer Service Advisor Burton upon Trent
Job description
Available Job Today 20 - 25 hours a week
3 days over 7 including weekeends
Variety of shifts available
25% Hobbycraft Discount
33 days holiday (pro rata)
Membership of Retail Trust with access to discounts
Employee Assistance Programme inc. professional counselling
Full training provided
Personal Development opportunities
Access to Mental Health First Aiders
Free parking
About the role
As a member of the Hobbycraft Customer Service team you will be responsible for providing help and advice to our customers & store colleagues no matter what their query and no matter how they choose to contact us.
You will be helping with a wide variety of customer enquiries including, tracking orders, placing orders, product enquiries, locating their nearest store, dealing with refunds and replacements and helping to resolve general queries.
These enquiries may come via email, telephone, letter, social media and online chat. Therefore, the ability to mutli-task, plan and prioritise your workload in order to offer the highest level of service across all of these channels is essential.
As the role involves placing orders and resolving product enquiries, we are particularly looking for individuals with some experience of working in a sales environment and are enthusiastic about our products. Training will be provided to ensure that you can resolve queries and advise customers on the best products to suit their needs.
We’re looking for talented, motivated and engaging communicators with a real commitment to delivering first class customer satisfaction, sales and service. You will be an excellent communicator who demonstrates genuine empathy, a professional approach and a can-do attitude.
Outline of the Role
Delivery the highest level of Customer service and Satisfaction- Promoting a great Customer experience that will delivery brand loyalty
- Individually championing NPS within the business
- Resolving all incoming Customer contacts to meet our customers needs
- Tracking & Managing orders and Returns via the courier tracking portal
- Processing refunds, exchanges and replacements where required
- Order amendments via our Stock Management system
- Recording all contact on the system accurately
- Providing product information & suggestions
- Maximising Sales opportunities
- Hobbycraft Club queries
- Gift card and E-voucher management
- Supporting our Customers and Colleagues in Store
Essential Skills and Knowledge
Ability to demonstrate decision making ability with strong attention to detail- The ability to work calm under pressure
- A positive ‘can-do’ attitude
- Computer literate with Microsoft Office experience
- Quick learner, with some experience of a range of systems and software
- Energetic, proactive and enjoy working in a fast-paced environment
- Experience working for a multi-channel Retailer / Customer Service environment
- Knowledge, experience and an interest in our products and craft categories
Please note this role will require evening & weekend working and a successful candidate must have a flexible approach to their working hours including being flexible to work more when needed.
At Hobbycraft we celebrate the joy of crafting, and we celebrate all of our colleagues and customers. As a retailer we have a diverse Colleague base from a broad range of all communities. Our colleagues are recruited for their skill, passion, love of craft and customer service, which is also reflected in our customer base. It is this skill and love of crafting which defines them. Hobbycraft, is an equal opportunity employer who takes equality, diversity, inclusion and belonging very seriously, we regularly review our policies and practices to ensure not only compliance, but also best practise from an employment perspective.
Hobbycraft are proud to be an equal opportunities employer, and we are committed to equal and fair treatment for all colleagues or potential colleagues irrespective of race, sexual orientation, nationality, ethnic origins, religion or belief, disability, age, gender, marital or family status.
