1. Immediate start
2. Hybrid working
About Our Client
Our client is a well-established entity within the retail sector. With a workforce numbering in the hundreds, this company prides itself on quality products and superior customer service. With a strong presence in the UK market, they are continuously seeking to improve and innovate.
Job Description
Key responsibilities consist of:
3. Provide excellent customer service through inbound calls
4. Use customer feedback to identify opportunities for improvement
5. Stay updated with company policies, procedures, and retail industry trends
6. Uphold the company's reputation by ensuring customer satisfaction
7. Handling consumer complaint, queries and requests received via call & email only.
8. Capable of managing 100 calls on a day-to-day basis
9. Align with inter-departments to ensure all complaints,
10. queries and requests are closed within SLA's & KPI's.
11. Resolve customer queries and complaints effectively and efficiently
12. Maintain a thorough knowledge of products to offer accurate information to customers
13. Process orders and returns as needed
14. Collaborate with team members to meet and exceed customer service goals
15. Adhere to the stipulated SLAs laid for the email and call functions.
16. Act and adhere to the company policies without
17. hampering the consumer experience.
The Successful Applicant
A successful Inbound Customer Advisor should have:
18. A qualification in a relevant field
19. Previous experience in a customer service role within the retail industry
20. Excellent communication and problem-solving skills
21. Ability to handle customer complaints and queries professionally
22. Ability to meet deadlines and work effectively in a fast-paced environment.
23. Microsoft Office suite & reporting skills · Soft spoken & supportive demeanour
24. Effective & proactive listener
25. Hands on experience with Zendesk, SAP & Shopify would be desirable.
26. Proficiency in using customer service software and tools
27. Strong team spirit and a commitment to improving customer experience
What's on Offer
28. An annual salary ranging from upto £25,000
29. Excellent opportunities for career progression
30. Pension & NI contribution
31. Hybrid working
32. Flexit-time shifts optional (Evenings)
33. Overtime optional
34. A supportive and collaborative work environment
35. A role that offers the chance to make a real impact in the retail industry