Your new role… Sofology is way more than just a sofa… The sofa sits at the heart of the home, and we know how much that means to our customers. In your new role as an Online Customer Service Advisor, you will be the heart and soul of Sofology’s Support Office, standing ready to embrace every after-sales query and ensuring a lasting love for their sofa. You’ll be building relationships, solving problems, and creating outstanding experiences, all through online channels. With your brilliant product knowledge and written communication skills, you’ll help give our customers an unrivalled experience, because we know nothing feels better than having the red carpet rolled out for you. *The social media team will engage with customers across multiple platforms, including Sprout and Zendesk, and will also have an inbound line to handle calls from customers who have been given the social media contact number.* A day in the life of… As an Online Customer Service Advisor, you’ll spend your time doing so much more than just responding to messages. Here are just a few of the things you’ll be getting up to: Responding to positive and negative Trustpilot and Google Business reviews Be a dedicated case handler for your customers, taking full ownership of all enquiries and seeing each case through to resolution using Zendesk. Manage and respond to customer queries across social media and online channels in a professional, friendly, and timely manner. Ensure first-time resolution wherever possible, keeping the customer journey seamless and stress-free. Maintain accurate, detailed case notes in Zendesk to ensure clear communication throughout each customer’s journey. Promote the Sofology brand positively by delivering exceptional written customer service and encouraging reviews and recommendations. Liaise with relevant teams and departments to progress customer cases smoothly and efficiently. Adhere to Sofology processes to ensure a consistent and high-quality digital service. Work with your leadership team when we need to go outside of the process to put things right for our customers. Take on ad-hoc administrative duties as needed to support the wider team. Exhibit flexibility by working on a rota basis and providing cover where required. Take ownership of all tasks and ensure they are completed to the highest standard. Keep all customers fully informed, proactively updating them if there are delays or issues, we take full ownership. In an ideal world… You don’t need to have telephone experience to join us. All we ask for is a true passion for delivering that red carpet experience to your customers; someone who can demonstrate a passion for delivering an unrivalled customer experience, will embrace our ‘glow or grow’ mindset and has the ability to work to deadlines by prioritising their workload. We know that none of our customers are the same and that goes for our Sofologists too - there truly is a seat for everyone at Sofology! Pay & Perks… Great basic salary with a team bonus Plenty of opportunities to learn & grow. 30% discount across the Group, plus 15% for your friends and family Access to discounts at 100’s of high street retailers. Mental, physical and financial support (EAP) Enhanced maternity & adoption pay Spend up to £1,500 at Currys / PC World and spread the cost through Sofology. Additional days off, whether it’s your wedding, birthday or even the arrival of your new furry friend A contributory health scheme, flu vaccines, access to a Doctor and private health check Income protection, bereavement and life assurance - you can count on us to be there when it matters Holiday buy back scheme (5 days) Okay, so the list just goes on, but here’s a few more…. Sharesave, volunteer days and a cycle to work scheme! A little bit about Sofology… We’re a fun place to be and we know our people are priceless. We’re proud of our Sofologists, who roll out the red carpet to each and every one of our customers, forever working together to be bold and ambitious. We’re all about crafting an unrivalled sofa experience that leaves our customers and Sofologists in awe. We wholeheartedly embody our values, infusing them in every aspect of our work. Roll Out The Red Carpet - From browsing to buying and beyond, we always ensure a Very Important Customer experience - no ifs, no buts. A Seat for Everyone - Be yourself and feel at home. We know that different backgrounds and experiences make us stronger. Bold By Design - We're a courageous brand with ambition and drive. We’ll never settle for second best and always strive for more. So, if you want to join us on the sofa, save your seat by applying now! DFS Group is proud to be an equal opportunities employer; celebrating diversity and committed to a culture of inclusion and belonging. We extend a warm welcome to everyone, embracing a variety of voices and perspectives. As we continue to work on building a workplace that is representative of the customers we serve and the communities we live and work in, we strongly encourage applications from members of minority and under-represented groups. Across the Group, we want to create an environment where everyone feels at home.