Salary: £23,795 plus the opportunity to earn monthly bonuses of up to £200 depending on performance against set KPIs (the bonus is not guaranteed or contractual).
Hours: Monday to Friday 9.00 - 6.00pm.
We are looking for people who enjoy talking and want to ensure our customers are provided with the highest levels of customer service possible. You don't need any previous experience and may be currently working in retail or hospitality and are looking to take on a new challenge.
You’ll already be or will become, with the help of our training, a knowledgeable and authentic furniture expert, able to find solutions to our customer enquiries by providing an excellent inbound service to complement our customer-first focus.
You’ll be closely supported by your colleagues within the wider customer centre, and our onsite dedicated trainers and mentors will be on hand, every step of the way, supporting you to achieve high-quality outcomes throughout the customer journey.
Our valued Customer Service Advisors are the front line of all customer communication on behalf of the company for post-delivery calls. It involves handling general enquiries and complaints via incoming calls, and finding a resolution to customer issues. The role will be based in our busy contact centre team and will involve answering around 70 inbound calls daily.
Core Responsibilities
1. Dealing with high volumes of calls from customers, helping them find a suitable resolution.
2. Providing an excellent service to our customers via telephone & email.
3. Advising customers on care of their OFL products.
4. Ensuring that all policies & procedures are adhered to when dealing with customers.
5. Ensuring all communications, both written and oral, are of a high standard and in line with company guidelines.
6. Taking ownership of customer issues that have been reported/allocated to you, resolving appropriately and following up to maintain customer confidence in the brand.
7. Where appropriate, seeking advice and guidance from line management where cases are out of the ordinary.
8. Keeping up to date with the company’s products, services and policies.
Skills and Experience
1. Previous experience in a customer service or call centre environment desirable but not essential.
2. Demonstrable experience in handling complex and emotional complaints.
3. High level of accuracy and attention to detail is essential.
4. Exceptional communication skills, both verbally and written.
5. Ability to remain calm in a busy pressurised environment.
6. Ability to negotiate and sell resolutions to the customer.
7. Professional understanding of what makes first-class customer service vital, as well as flexibility, the ability to multi-task and have good problem-solving skills.
8. Good knowledge of Microsoft Word and Excel.
You must be 18 or over to apply as we sell and discuss financed products and orders.
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