A fantastic opportunity has opened up working for a luxury retail brand based in Chelsea, Southwest London. They are looking for a Customer Service Representative to join their small, friendly and incredibly supportive team. The Customer Service team operate across a 7 day working week, therefore Saturday & Sunday availability/flexibility is important. The hours are 9am-5.30pm. You do have the option of working remotely one day during the week and fully at the weekend.
This role is very much phone based so its imperative you are happy to deal with a large volume of queries and complaints from customers.
KEY RESPONSIBILITIES
- An in depth understanding of the importance of customer care, ensuring the customers experience is stress free. Being proactive when addressing issues so they continue to feel valued and their overall experience is a positive one
- Ensuring our customers have all of the relevant information regarding our products to enable them to make informed decisions before purchasing
- Active creation and management of quotes and general follow up with customers to ensure sales conversion
- Supporting customers and providing information about our 3rd party consumer propositions (Consumer Finance & Customer Fabric Insurance) and ensuring processes are managed effectively
- Stay up-to-date with existing and new products within the business
- Keeping customer records up to date to reflect any customer communication history so it's clear and easily accessible for other customer services team members
- Liaise with Retail Operations, Manufacturing and Logistic Teams to ensure best customer service and joined up customers experience
- Supporting customers with any queries they may have or any changes regarding orders and delivery, in a timely manner via phone and/or email
- Liaise with Retail Operations Team to ensure best customer service and joined up customers experience
- Office admin tasks as and when required (arranging couriers, filing, record keeping, forwarding communication, etc.)
- Independent decision making to tackle each individual issue raised by customers
- Collation of the daily KPI statistics file, sending onto the Retail Operations Manager in the absence of the Customer Service Team Lead
SKILL REQUIREMENT:
- Previous experience working within a customer service role is very beneficial
- Excellent communication skills and ability to tailor approach to each individual/customer
- Be enthusiastic and dedicated to providing excellent customer service
- Professional, friendly and approachable with a can do attitude towards internal and external staff at all times
- Strong multi-tasker who enjoys working to schedules and deadlines
- Have an excellent standard of written and spoken communication
- Work well on your own and as a part of a team
- Be fully computer literate with experience using Office software
BENEFITS:
- 24 days holiday entitlement plus bank holidays
- Enhanced Maternity & Paternity Pay (after 1 years service)
- Pension Scheme
- Dental Cash Plan
- Health Cash Plan
- Staff Discount
- Employee Assistance Programme