The role
You will be working within a fast paced global contact centre handling customer communication across multiple channels and report directly into a global team lead. The senior contact centre agent is a key role supporting the organisation of the team’s day to day operations and overseeing the workload, as well as leading by example with your service, sales and productivity. You will be the first point of escalation for the team, and a coach to new starters and contact centre agents. You will also be targeted to hit your own case productivity, CSAT, quality and sales targets with a primary focus on resolving customer cases and providing luxury service.
What will I be doing?
1. Providing a positive brand experience via multiple channels, including live chat, email, phones, social media
2. Providing first line support to agents and new starters, being a confident first point of escalated complaint resolution, issuing refunds and compensation as appropriate
3. Organising daily team tasks and floor planning based on business priorities and activities
4. Managing escalated customer contacts in an empathetic manner
5. Leads by example and motivates the team to achieve personal workload targets and KPIs
6. Acting as a trainer, coach and mentor to new starters as well as temporary agents during peak periods
7. Contributes and participates in presentations, projects, meetings and collation of weekly reporting
8. Identify training needs of the agent team and communicate to a global team lead or manager for follow up
9. Ensures that in-house processes and procedures are adhered to at all times
10. Using multiple platforms including case management systems, fulfilment systems, payment systems and payment gateways
11. Liaise with business partners and internal departments to resolve customer issues
12. Performing additional projects, duties, and assignments as required
What skills do I need for the role?
13. Previous Contact Centre experience preferably in an e-commerce environment
14. Business level proficiency in English, excellent communication and presentation skills
15. Ability to handle difficult conversations and provide positive resolutions for team and customer
16. Demonstrates natural leadership skills and has the ability to lead and motivate a team
17. Natural confidence, strong listening skills and diplomacy skills
18. Computer literacy and natural affinity in learning new systems and processes in a digital environment
19. Strong time management skills with the ability to manage your time and the team's time
20. Strong analytical skills, numerical ability for handling complicated logistics, legal, tax and payment issues
21. Self-motivated, proactive, energetic and a team player
22. Takes responsibility, works at pace, customer centric and one team ethos
About the location
Based in our East London Studios in vibrant Shoreditch with perks and benefits offered from local businesses including discounts on food, shopping and health & beauty.. Approximately a 10 minute walk from Liverpool Street Station and a 5 minute walk from Shoreditch High Street.
What we stand for
The Customer is the Boss We work as one proud team to get the best for our customers
One Team We are joined up and encourage others to share their ideas
We Do What We Say We Will We know our goals, and we work with clear outcomes in mind
We Are Responsible We are self aware, understand the impact we have on others and are positive about the future
Benefits
23. A generous wardrobe allowance so that you can wear our beautiful clothes to work each day
24. We are a disability committed certified employer
25. Employee discount for you to spend with family and friends
26. 25 days holiday increasing to 28 days after 2 years continuous service
27. Bank holidays, birthdays and volunteering days off
28. Access to dental cash plan & free virtual GP appointments through Aviva
29. UNUM employee assistance helpline
30. Life assurance cover
31. Access to discounted gym membership and corporate discounts
32. Hybrid working in our historic East London studios, working hours are 9-5.30pm
33. Free, confidential, wellbeing and lifestyle support with Retail Trust
34. Enhanced family leave benefits (neonatal, fertility, maternity, paternity, adaption, menopause)
35. Health days for you to use either for physical or mental wellness
36. Dedicated mental health support from our mental health first aiders
37. Eye care vouchers, season ticket loans and much more!
#WeAreAllSaints
Our aim is to develop truly diverse teams and create an environment where everyone feels respected, valued and able to give of their best whilst contributing to the success of our brand.
We recognise the importance and strength of diversity and commit to providing equal opportunities to everyone in our employment and recruitment processes. We safeguard against any form of discrimination irrespective of gender, gender reassignment, marital status, race, ethnic origin, nationality, disability, sexual orientation, religion, gender identity, gender expression, transgender status or age.
Even if you feel you don’t tick all the boxes, we’d still very much like to hear from you. We want you to know that finding people who have a passion for our brand and are open to learning is incredibly important to us.
If you need any support or adjustments during your application, please get in touch with us and we are happy to help.
#li-hybrid