Overview
Join a dynamic and driven team at a successful multichannel e-commerce online retailer specialising in niche furniture products and sofas.
As a Sales Customer Service Advisor, you will take charge of the complete online order journey. Your role will be crucial in providing sales support across multiple e-commerce channels, guiding customers through the sales process, and ensuring an exceptional customer experience by addressing inquiries, resolving issues, and following up after sales.
We expect you to have a minimum of two years of experience in a sales or customer support role, with a proven ability to identify customer needs, present products effectively, and close sales.
Key Responsibilities
* Manage the online chat function and efficiently handle incoming customer calls and emails.
* Develop an in-depth understanding of the company's products and services to provide informed advice and close sales effectively.
* Lead customers through the online sales process, offering expert guidance on product selection and facilitating seamless purchases.
* Oversee online sales transactions, process payments, and handle returns or refunds with precision.
* Assist in dispatching customer orders via couriers and e-commerce platforms.
* Drive sales through up-selling and strategic recommendations.
* Process returns, exchanges, and refunds, rigorously analysing evidence and documentation to investigate complaints and make informed decisions.
* Complete all necessary documentation in the sales process, manage customer emails, keep thorough call notes, and verify orders before dispatch.
* Deliver outstanding customer service and ensure high levels of satisfaction at all times.
Skills required
* We are looking for self-motivated, enthusiastic individuals who thrive in a fast-paced environment. While we value diverse backgrounds, you must show a track record of success in delivering excellent sales/customer service and possess strong administrative skills.
* Proven experience in sales or customer service roles.
* Excellent written and verbal communication skills for effective interactions with customers via phone, web chat, and email.
* The ability to identify and resolve customer issues and challenges related to online sales decisively.
* A strong commitment to customer satisfaction and the ability to build rapport with customers easily.
* Outstanding organisational skills and problem-solving ability, with meticulous attention to detail.
* Proficiency in using online sales platforms and customer relationship management (CRM) systems.
* Flexibility to work weekends.
Employment Details
This is a full-time Sales Customer Service Advisor position, requiring 40 hours per week over five days, including two weekend days per month with set days off during the week.
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