A BIT ABOUT THE ROLE
The Customer Service Advisor is responsible for providing excellent customer service to our customers by answering questions, resolving issues, and providing support. The ideal candidate will have a strong understanding of customer service principles and practices, as well as excellent communication and problem-solving skills.
Shifts- 1pm – 7pm, 5 days per week, 1 in 2 Saturdays with 1 day off during the week.
Hybrid working- 3 days in the office (Tues, Weds, Thurs) and 2 days from home (Mon, Fri, Sat).
First 4 weeks new starter training will be office based 11am – 5pm.
BENEFITS AT BODEN
1. Generous Boden clothing allowance and 30% discount on all current clothing ranges
2. Holiday increase with years of service
3. Portal with an array of discounts and cashback offers on retail and entertainment
4. Group personal pension scheme and life insurance cover
5. 24/7 Virtual GP service for you and your household
6. Free onsite parking, teas & coffee stations
ROLE RESPONSIBILITIES
7. Be the ultimate Boden brand ambassador, bringing the brand values to life and translating this into an amazing experience.
8. To respond to all customer contacts and to provide our customers with the very highest standard of service whether they are placing an order, making an enquiry, requesting a catalogue or processing refunds and exchanges.
9. To provide first contact resolution where possible, dealing with all issues effectively, consulting with either the Senior CSA or Team Manager for direction, where necessary.
10. To ensure that customer complaints and queries are dealt with accurately and effectively by providing the customer with the correct information and ensuring that they are delighted with our service.
11. To ensure that daily tasks and responsibilities are completed and that the Team Manager is aware of any outstanding work in order to ensure its completion.
12. To achieve set productivity and quality targets at all times.
13. To take on other duties as required depending on the workload of the department and the needs of the business. To be aware that the needs of the departments will change.
14. To be a team player who displays the brand values and works with the rest of the team to achieve great results.
15. Answer customer inquiries via phone, email, and chat
16. Resolve customer issues in a timely and efficient manner in line with company SLA’s
17. Escalate complex issues to the appropriate team or department
18. Provide product or service information to customers
19. Process orders and payments
20. Complete customer satisfaction surveys
21. Stay up-to-date on company products and services
22. Comply with all company policies and procedures
THE EXPERIENCE WE ARE LOOKING FOR
23. Previous experience in a customer service environment
24. Excellent communication and customer service skills
25. Strong problem-solving and analytical skills
26. Ability to work independently and as part of a team
27. Ability to work in a fast-paced and deadline-driven environment
28. Ability to work in a self-sufficient manner through using all available knowledge bases and process documentation
29. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)
A BIT ABOUT YOU
30. Superb written and verbal communication skills
31. Excellent people skills and can influence at all levels with a positive attitude
32. Flexible in approach and strong on team work
33. Ability to respond to feedback in a positive manner and take the necessary steps to work successfully on that feedback