About the Role
We are seeking an experienced customer service professional to join our team. The ideal candidate will have a passion for delivering exceptional customer experiences, excellent communication skills, and a strong ability to work collaboratively with colleagues.
Key Responsibilities:
* Respond to customer inquiries in a timely and well-informed manner.
* Process web orders accurately and efficiently, keeping customers informed at every stage.
* Manage and resolve customer complaints in a calm and professional manner.
* Liaise with colleagues, suppliers, and delivery partners to resolve delivery and tracking queries.
* Collaborate with the team to improve processes and resolve customer issues.
* Organize deliveries and installations, providing elevated customer service and follow-up.
* Ensure correct claims procedures are followed.
* Support with the returns process, monitoring customer returns and working on procedures to reduce refunds.
* Buildd rapport with customers to encourage repeat business.
Stock Management Responsibilities:
* Maintain and monitor stock levels for web products, working closely with retail and warehouse teams.
* Help improve communication of in-stock, quick-ship, and made-to-order goods.
* Assist with website content updates, ensuring accuracy and completeness.
Requirements:
* An intrinsic understanding of good customer service.
* Strong organizational and administrative skills, with attention to detail and accuracy.
* Strong initiative and problem-solving skills.
* Excellent written English.
* An impeccable phone manner.
* Flexibility and keenness to carry out all aspects of the role.
Benefits:
* Birthday day off.
* Company annual bonus scheme.
* Generous staff discount.
* Season travel ticket/Cycle Loan.
* Training and opportunities for development.