Contracted Hours: 37.5 hours per week working Monday - Friday between the hours of 8am - 6pm and Weekends between 8am - 4pm What is the role
Protecting and enhancing revenue through delivering first class, timely customer service from all methods of customer contact. Working within a busy, vibrant department this role will encompass all aspects of Front Line Customer Service, including complaint handling, problem solving and management of online customer reviews.
What you will do
Message handling within agreed current service level delivering first-time resolution for customer queries in line with policies & procedures
Handling incoming calls within agreed service level and standards with an aim of first-time resolution, delivering all the customer needs in line with Policies and procedures
Return communications with customers within agreed timescales to ensure full resolution of customer queries and issues
Investigating and escalating customer issues when appropriate to enable effective resolution and continuous improvement
Utilising available systems for tracking, information gathering, troubleshooting and communication
Liaise with internal departments and third parties such as couriers for resolution of customer issues
Effectively handle any customer complaints through to resolution, ensuring all key stakeholders are informed
Taking payments and issuing refunds taking all necessary steps to secure confidentiality of customer data at all times
Day to day administration and system updates
Contributing to the continuous improvement of customer service by suggesting and assisting with improvements in processes, procedures and ways of working and delivering customer communications
What you will bring
Customer service skills relationship management and putting the customer first
Problem solving and can do approach
Attention to detail meticulous, thorough and right first time mentality
Time management
Ability to prioritise workloads
Self-motivated and proactive approach to tasks
Willing to learn and able to work under pressure
A strong commercial outlook & keen business sense
Excellent organisational skills
Ability to work to tight deadlines
Good English & communication skills
Proven ability to work well within a team and to use own initiative
Proven record of good attendance and flexibility
An energy and enthusiasm to succeed
Ability to adapt to frequent change within a high pressure environment
The Company
Yours Clothing is a retailer that provides the best value on the UK high street and internet for curvy customers. Along with our big and tall menswear brand, BadRhino, our Long Tall Sally brand and our most recent addition, PixieGirl Petites, the business is growing at pace to cater for non-standard sizes on the high street and online.
Our continued success comes from our entrepreneurial thinking and listening to our customers to deliver fashion products at the right price. Our environment is fast paced, ever evolving and full of excitement. Yours Clothing continues to expand and become the number one plus size fashion retailer in the UK whilst continuing to develop our brands into new and exciting niche markets both in the UK and further afield.
The Benefits:
50% Discount on all of our brands
Enhanced Holiday allowance
Pension & Life assurance
Bonus scheme
Employee wellbeing and assistance programme
Retail discounts
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