Job Ref: 214730284

Date: 2021-09-23 12:26:16

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Customer Service Advisor – Contract

* Fixed Term Contract

* Full time

* High Wycombe

* Competitive + on site parking, on-site gym, life assurance etc…

About dreams:

With over 30 years` experience and a genuine passion for sleep, we`re Britain`s leading bed specialist, providing customers with everything they need for a great night`s sleep.

The Role:

We are currently recruiting for multiple Full Time Customer Service Advisors to join us here at Bedquarters, working on a contract basis.

* In a very fast paced environment take ownership of customers concerns that have been reported and / or allocated to you and resolve in a professional, courteous and efficient manner delivering exceptional customer service.

* Fully multi skilled to be able to deal with front and back office workloads including but not limited to; Social media queries (Twitter & Facebook), all Zendesk queries (customer emails, web contact forms, order amendments), Trustpilot & Bizarre Voice queries, all Pillowtalk queries.

* Ensure personal workflow, own daily and departmental KPI`s are achieved whilst maintaining high levels of productivity, this includes but is not limited to, Customer call management – inbound and outbound telephone calls, responding accurately and efficiently to customer correspondence, including letters and emails (general and exec)

* Provide appropriate resolutions, help and advice to customers in line with established procedures, this includes but is not limited to: Offer agreed incentives to reduce refunds and prevent cancellations, Resolve issues with faulty and damaged goods by following the Company`s Faulty Goods Procedure

* Ensure that all communications, both written and oral, are at all times professional and of the highest standard and in line with Company guidelines

* Ensure activities meet and comply with organisational and legal requirements for health and safety and general duty of care

* Supporting the Operations or Correspondence teams when required

The Person:

Skills needed:

* Proven customer service experience gained within a fast paced, head office environment in Retail, Leisure or Hospitality

* Must be available to work weekends

* Excellent telephone manner and verbal and written communication skills

* Excellent IT skills, including Microsoft Office suite, bespoke systems etc.

* Ability to cope in a constantly changing and demanding environment

* Maintain a professional, courteous and friendly manner at all times

* Ability to demonstrate effective influencing skills

* Problem solving and ability to think quickly to resolve issues

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