Overview
Founded over 20 years ago by three entrepreneurial women with a passion for beautiful, practical and comfortable homes, OKA is more than a furniture and homeware retailer: it is a love affair with living well.
We inspire people to confidently create a home that reflects their personality, a space where nothing should be too precious or perfect to be enjoyed with family and friends. British-born, today we have 15 stores across the, an established Interior Design and Trade business, a mail-order service and a thriving website.
We are currently looking to recruit a full-time Customer Service Advisor to support our Customer Service Team, based at our office in Milton Park, Didcot, Oxfordshire. The salary for this position is £28,280 per annum.
We operate a hybrid working model: three or more days from the office, the remainder of the week from home.
Key Responsibilities
* Handling internal and external customer enquiries and complaints via telephone and email in an efficient and timely manner
* Providing support to customers in real time on the OKA website via live chat platform
* Full ownership of customer enquiries including the provision of positive and proactive solutions to issues
* Replying to calls, written communication and web queries in accordance with service level agreements
* Providing feedback on customer comments and issues to wider Customer Service team
* Taking ownership of and completing a variety of administrative tasks related to Customer Support
* Taking card payments over the phone and processing these accurately and securely
* Recording and escalating complaints received on customer accounts
* Note recording on customer accounts and finance records to ensure they accurately reflect current status
* Reviewing accounts and referring to Finance or Tech teams where necessary
Qualifications
* Previous customer collections or customer service experience
* Experience in managing customer accounts and databases
* High levels of energy and enthusiasm and willingness to learn
* Computer literate with good Excel and Outlook competency
* Excellent telephone collection skills and aptitude for managing challenging customers
* Excellent time management and organisational skills
* Self-motivated with the ability to take ownership of prescribed workload
* Ability to prioritise workload dependent on the business requirements
* Excellent communicator, especially telephone manner: professional, clear, positive, upbeat, patient and friendly
* Excellent written communication skills, particularly letter writing
* Good numeracy
* High levels of accuracy and attention to detail
* A creative, problem-solving spirit
* Passion for the OKA brand
Benefits
* 33 days holiday (including bank holiday entitlement), plus Length of Service increases
* Day off for your birthday
* Health Cash Plan
* Enhanced Maternity Pay
* Employee Assistance Programme
* Eligibility for a discretionary company Bonus Scheme
* Plus a suite of additional employee benefits including Company pension scheme, life assurance cover, free eye tests, cycle to work scheme, interest free travel loans, social events, online wellbeing centre and more.
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