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Customer Service Agent London, England

Ted Baker

Full Time London, England 21000 - 24045 GBP ANNUAL Today

Job description

WHO WE ARE

QUINTESSENTIALLY BRITISH; DISTINCTLY GLOBAL.

At Ted Baker, we know what it means to be a truly forward-thinking designer brand. From the iconic props in our shops, to the delightful details and thoughtful touches which set us apart from the crowd. These are the qualities we see brought to life in our People.

We look for thoughtful, motivated team members - who know that ambition and authenticity go hand in hand. Driven by their curiosity and boundless creativity, our People are subject matter experts who fortify their team and strive to achieve new levels of success for the Ted Baker label.

THE ROLE

The role of Ted’s Customer Service Agent is to be the front-line support for Ted Baker’s global customer and client base; by providing information, assisting customer enquiries, service/workflow knowledge…and anything else Ted associated! In addition to this be able to demonstrate capability in managing fluctuating workloads and adhere to personal communication KPI’s - alongside daily organisational tasks. Show proficiency and great customer experience in resolving customer facing communications and complaints through various channels within required SLAs.

MAIN RESPONSIBILITIES

Responding to customer queries through allocated tickets, emails, letters, CS telephones and live chat – all managed through a tailored customer contact system.

Navigating Ted Baker’s bespoke systems to manage customer online orders and product information.

Deal with and remedy complaints in regards to Ted stores, customer issues and faulty goods – this is done via internal investigation and/or liaising with Ted’s retail teams.

Daily interaction and communication with Ted’s customers, and more specifically our ecommerce and retail clients.

Receiving and relaying order information, amending data, and fixing systematic or order issues when relevant.

Liaise with and track status of orders through 3rd party courier companies to best advise Ted’s customers.

Creating and processing telephone Ecom orders for Ted’s customers upon request.

Checking of stock levels in multi-territory locations for customer requests to assist retail sales.

Contact customers to ascertain data omitted on Ecom orders, or request how orders are to be modified and or investigated.

Demonstrate knowledge of item product lines, online services, retail services, prices, delivery times, drop ship items, various marketing & promotional services, and similar data, as required.

Assists Ted’s clients in Returns and replacements as well as processing of exchanges as needed.

Perform other customer based assigned administrative duties required by the CS management team.

Show competence in the navigation of Ted’s gift card and order management systems.

Manage processing of incoming/outgoing mail/ correspondence to or from Customer Service.

TOOLS OF THE TRADE

Previous experience with customer contact tools (Zendesk) preferable.

MS Office proficiency (Word, Outlook, Excel, Power Point).

PERSONAL TRAITS

Excellent organization skills and strong attention to detail

Strong sense of urgency and ability to meet deadlines.

Excellent communication skills with retail background.

OUR VALUES

AUTHENTIC

We have the freedom to be our ‘best self’, being true to ourselves and others

KIND

We try to do the right thing: for each other, our communities, our planet and for Ted

CURIOUS

We are hungry to explore, innovate and think differently

COURAGEOUS

We have the confidence to be brave, have fun and discover the unexpected

INCLUSIVE

We embrace and respect individuality and celebrate difference & diversity

Ted Baker is committed to equal opportunities and embraces diversity, understanding the needs and benefits of a balanced, inclusive workforce. We do not tolerate any harassment or discrimination towards any of our candidates or employees. We are proud to be an equal opportunities employer.

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