Job Ref: 215207967

Date: 2021-11-19 13:29:00

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Job Title: Customer Care – Start date WC 23 November  

30-39 hours a  week with rotating shifts.

8am – 5pm

10am – 7pm

Some Saturday shift (9am-6pm) required with a day off in the week. Closed on a Sunday!

Job Purpose

This is not your usual Call Centre, you would be dealing first hand with INBOUND customers and stores questions and queries in order to provide excellent customer service and support. Due to the seasonal nature of our business, a flexible approach to working hours is essential.

Responsibilities

·        To ensure that the customer journey is positive and productive for both our customers and the business
·        To respond to customer and store contacts in a polite and professional manner, working within set service level targets
·        To resolve order issues i.e. oversells and rejected orders, keeping the customer fully informed
·        To encourage sales when in contact with customers, offering product advice and related add-ons
·        To liaise with customers, offering the best customer service to ensure that our feedback targets are achieved
·        To offer advice and support to our store network when order or customer service issues are reported
·        To ensure that customer orders are collected successfully from our stores or refunded if no longer required
·        To manage the customer communication between us and our various third party channels
·        To resolve disputes raised on any of our shopping platforms
·        To liaise with our carriers and submit claims for lost packages or late deliveries
·        To be pro-active, offering ideas and suggestions to improve ways of working within the team and wider business

Skills & Experience

·        Well spoken, polite and friendly demeanour with an excellent telephone manner
·        Excellent grammar and spelling as the role requires communication with customers via email, live chat and social media
·        Previous retail and trading standards experience an advantage but training will be given
·        Empathetic to our customer needs and concerns
·        Strong PC skills including Excel, Word and Outlook
·        Able to solve problems with an equal concern for customer satisfaction and business loyalty
·        Able to work well under pressure and be confident in decision making

Successfull candidates have previously lived in Chorleywood, Rickmansworth, Chesham, Wycombe, West Wycombe, High Wycombe, Amersham, Beaconsfield, Hyde Heath, Chalfont. 

Candidates that have got previous Customer Service skills and have good IT Skills. This role will be working on multiple areas such as Live Chat, Company Website, Social Media so an ability to multi task is important

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