Are you ready for a customer service adventure that goes beyond the ordinary? Our company thrives on setting the bar for exceptional service and our extraordinary Customer Service team is the heartbeat of our commitment to excellence. Without our incredible customers, our success story would not be possible.
We are on the hunt for our next superstar, somebody who gets what customers need and knows how to make their experience unforgettable. If you are a pro at spotting upsell and cross-sell opportunities and can navigate helpdesk tools like Freshdesk with ease, we want to hear from you!
This is a full-time, permanent position - no remote work here! We thrive on team spirit and camaraderie that comes with us all being together.
Working hours are 8:30am - 5:00pm Monday to Thursday and 8:30am – 4:30pm Friday.
Annual salary is up to £25,501 with progression opportunities.
What You'll Be Doing
First Point of Contact: Acting as the initial point of contact for customers, assisting with their queries and providing effective solutions.
Multichannel Support: Interacting with customers through various communication channels, including Live Chat, WhatsApp, social media, and email, using the Fresh Desk and Fresh Chat ticketing system.
Effective Communication: Ensuring that all interactions with customers are handled with attention to detail and are in line with our brand's tone and language.
Issue Resolution: Identifying and understanding the root causes of customer issues and advising them on the best course of action for resolution.
Escalation and Complaint Handling: Managing escalated complaints and providing expert guidance on the Consumer Rights Act, beyond standard returns and refunds, to ensure compliance and customer resolution.
Carrier and Logistics Investigations: Tracking lost or delayed parcels, chasing returns and liaising with carriers (Yodel, DPD, Furdeco, etc.) to resolve delivery issues efficiently. Working closely with logistics teams to investigate and prevent recurring carrier-related concerns and fostering positive relationships with external partners.
Personalised Service: Utilising voice notes and video calls to deliver a personalised service experience to customers.
Customer Record Management: Maintaining and updating customer records with accurate and relevant information. Capturing all relevant information and ensuring clear and concise notes are recorded in the system for future reference.
Hybrid Customer Service and Sales Focus: Balancing customer service excellence with proactive upselling and cross-selling to enhance the customer experience and drive sales. Recognising opportunities to introduce customers to relevant products and solutions based on their needs.
Collaboration with Internal Teams: Facilitating cross-department communication by providing key customer insights to the Customer Service Manager through the escalation process. Collaborating with warehouse, product development and marketing teams to ensure feedback is shared effectively, contributing to product improvements and business decisions.
Performance and KPI Expectations: Working towards key performance metrics such as response times, ticket resolution rates, customer satisfaction scores and conversion targets.
Technical Knowledge (Prams and Travel Systems): Taking part in specialist training on prams, travel systems, and car seats, including troubleshooting assembly issues and advising on compatibility and safety regulations. Assessing customer-provided images and videos to identify faults and determine the best resolution.
Training and Progression: Taking part in a structured training programme, including a buddy system and skills development matrix. Progressing into specialist roles, such as complaints handling, product support, training, or workflow allocation.
What We're Looking For
Customer Service Experience: Prior experience in a fast-paced, office-based customer service role, ideally within the nursery products industry, to demonstrate an understanding of customer needs, expectations and common issues. Experience in other industries will also be considered.
Effective Communication: Ability to communicate with customers in a professional and empathetic manner is crucial. This includes having excellent verbal and written communication skills, with the capability to choose the right tone for different situations.
Rapport Building: A people person with a natural instinct to help. Building rapport and trust with customers is key to providing an exceptional service.
Problem-Solving Skills: Strong problem-solving abilities, enabling to identify the root causes of customer issues and implement effective solutions.
Empathy and Resilience: Empathy towards customers' concerns and being resilient in handling challenging situations to maintain customer satisfaction.
IT Proficiency: Proficiency in basic software such as Microsoft Word and Excel along with the ability to quickly learn and adapt to new technologies.
Helpdesk Software Knowledge: Familiarity with helpdesk software such as Zendesk, Freshdesk, or similar platforms is essential.
Product Knowledge: Willingness to learn about our products and their specifications is important. This knowledge helps in addressing customer inquiries and issues accurately.
Multi-Tasking: Natural multi-tasking ability for handling multiple customer inquiries and adapting to changes in priorities and workloads while meeting deadlines.
Attention to Detail: Excellent attention to detail to maintain accuracy in customer interactions and documentation.
Target-Oriented: Confidence to work towards and meet targets, which can include response times, issue resolution rates, or customer satisfaction scores.
Upselling and Cross-Selling: Proficiency in upselling and cross-selling techniques to maximise revenue opportunities. Identifying opportunities to introduce customers to additional products or upgrades.
What Sets Us Apart
Award-Winning Excellence: We don't just talk the talk; we've walked the walk with awards recognising our commitment to excellence.
Brand Bonanza: We stock a treasure trove of products from renowned brands like Joie, Mamas & Papas, Cybex, Puggle, Chicco, Snuz, Ickle Bubba, Cosatto, and many more!
Customer Happiness Central: We've mastered the art of turning customers into fans, their satisfaction is our success story.
Price-to-Smile Ratio: Unbeatable prices for the most adorable products.
Benefits of Joining The Adventure
We understand that our employees are the real stars of our success story. Without them, we wouldn't be where we are today. To express our gratitude, we've put together a lineup of company benefits and exciting progression opportunities.
Free Parking: Parking worries aside! Enjoy the perk of free, onsite parking.
Staff Discount: Treat yourself! Our employees get an exclusive discount because they deserve it.
Day-One Responsibility: Dive into genuine responsibility from your very first day. Your impact starts now!
Generous Holiday Allowance: Relax and recharge! Enjoy a generous holiday allowance to make the most of your downtime.
Pension Perks: Secure your future! Once you've conquered the review period, our pension plan kicks in.
Birthday Bliss Day Off: Celebrate you! Take a day off on your birthday because special days should be spent exactly as you please.
Ready To Join A Workplace That's More Than A Job?
Click to apply or send a copy of your CV and covering letter to:
As an equal opportunities' employer, we value diversity and welcome applicants from all sections of the community. Please note that due to the high volume of applications we receive we are unable to give feedback to candidates at initial application stage.
Seniority level
* Entry level
Employment type
* Full-time
* Industries: Retail
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