Leader Online Ltd. is seeking a passionate, dedicated customer service representative to join our growing team. You will be the face and voice of our company, providing exceptional service to boost satisfaction and loyalty.
Requirements:
Key Responsibilities:
* Handle high volumes of inbound calls/emails, addressing orders, complaints and general inquiries.
* Make outbound calls to confirm deliveries, survey satisfaction and upsell/cross-sell products.
* Log all interactions in our CRM, ensuring issues are tracked through resolution.
* Liaise with warehouse, purchasing, logistics and other teams to align on fulfilment and stock.
* Identify process improvements to optimise customer experience.
* Meet response time, resolution and customer satisfaction targets.
Essential Qualifications & Experience:
* Proven customer service experience, preferably in an ecommerce or direct-to-consumer role.
* Friendly and patient with outstanding communication and troubleshooting abilities.
* Organised and detail-oriented with strong multi-tasking capabilities.
* Self-motivated with the confidence to work independently.
* Passionate about providing best-in-class customer experience.
* Tech-savvy with ability to learn new platforms/systems.
What We Offer:
* Competitive pay and benefits.
* Growth opportunities and career development.
* Fun, fast-paced team environment.
* Chance to drive customer loyalty in a leading UK ecommerce retailer.
Benefits:
* 22 days holiday per year, together with bank holidays, and a scheme to enable employees to purchase an additional 3 days holiday from the Company, or sell back 2 days of holiday to the Company.
* Length of Service holiday awards: 1 extra day for every 3 years service.
* Salary sacrifice pension scheme with employer contributions of 3% in line with current statutory requirements.
* Salary sacrifice Cycle-to-work scheme.
* Staff discounts on the Leader product range.
* Subsidised gym membership.
* Employee Assistance Programme, Access to Wellbeing Advice & Counselling.
* Employee Referral Bonus.
* £12 per hour.
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