Purpose of the Role/Role Overview:
· To ensure all orders received are input onto Hypnos bespoke order system within agreed SLA'S accurately and efficiently whilst managing customer expectations and queries to a high standard.
· To provide a first point of contact for all customers by answering any questions and queries over the phone or by email in a professional and timely manner. To provide support and comprehensive product and service information whilst building first class relationships with customer base. Exceeding customer expectations showing that we are customer obsessed.
· To provide weekend, holiday and sickness cover for the showroom as and when required on a rota basis. This is usually no more than one Saturday in four.
General Duties/Key Responsibilities:
· Working to agreed set timescales and SLA's
· Responding as appropriate to any queries, cancellation and amendments requests made by retailers and/or their representatives
· Investigating and actioning any credit queries in liaison with the Finance Department.
· Update retailer portals where necessary
· Requesting and updating special codes for bespoke products
· Answering and resolving customer enquiries over the phone or by email
· Taking ownership of complaints and following company procedure to ensure complaint is resolved in a timely manner
· Recognising customer contact trends and flagging any repeated quality/service issues
· Resolving customer queries the first time they are raised, liaising with other departments to ensure resolution
· Booking technician visits as and when required
· Ordering spare parts as and when required
· Proactively informing customers of any issues relating to their orders
Showroom
· Ensuring the showroom is tidy, clean, inviting, and shows the beds off to their very best at all times.
· Supporting consumers in selecting the best bed for their own specific requirements using excellent listening skills combined with broad product knowledge and strong communication skills.
· Responding to all consumers enquires received via the Hypnos website in a timely manner, calling on the knowledge of other departments if and when required.
· Taking calls from end consumers and helping and guiding them through their bed purchase.
· Posting out brochures to consumers as and when requested
Monitoring and replenishing pillow and accessory stock.
· Updating and replenishing display models as and when required.
Job Types: Full-time, Permanent
Pay: Up to £25,000.00 per year
Benefits:
* Bereavement leave
* Company events
* Company pension
* Employee discount
* Enhanced maternity leave
* Enhanced paternity leave
* Free parking
* Health & wellbeing programme
* Life insurance
* On-site parking
* Paid volunteer time
* Referral programme
Experience:
* Customer Service: 2 years (required)
Work Location: In person