Customer Experience Advisor (Hybrid)
Our client is a leading flooring specialist who delivers incredible service for anybody and any budget. The secret to their success is their people. They are a family where everyone matters, they all work as a team and they try to do the right thing, always on the lookout for ways to be better. Due to continued growth, they are looking to expand their team.
As a Customer Experience Advisor, you will provide best-in-class customer service to all customers you contact. This is a truly varied role, where you have the opportunity to provide customers with advice on great products over the phone, helping them make the best choices. You will be directing customers, supporting the fantastic store teams, and scheduling in-home sales visits. There is an opportunity to earn an additional £100 pm bonus as well.
YOUR RESPONSIBILITIES:
1. Make the most out of every customer interaction.
2. Organise samples and chase leads.
3. Engage with customers via all communication channels.
4. Book and effectively schedule in-home sales appointments, enabling our mobile showrooms team to provide a best-in-class service in their home.
5. Support with complaint handling.
6. Offer pro-active advice when customers are looking to purchase new flooring.
7. Identify and escalate any issues impacting the customer experience to continually improve the service we deliver.
8. Work closely with Stores and peers to deliver a smooth, simple, and easy customer experience.
9. Analyse customer data and trends to identify opportunities for process improvements.
ABOUT YOU:
You are passionate about what you do and know how to put the customer at the heart of every decision. You have an eye for detail and are good with data. You communicate with excellence, offering a bit of charm to every interaction. You recognise that every interaction counts and can build rapport with ease, regardless of the call length.
You are always looking for ways to surprise and delight customers and have a "no customer left behind" attitude. You manage your own time effectively and never miss a target. You are proactive and look for ways to improve processes, setting a high bar at every turn. You thrive on a busy schedule and think fast on your feet, ensuring your work is accurately executed. You are IT savvy and understand how your role helps customers make a house a home.
You will also have:
* Customer service experience - contact centre environment is preferable but not essential.
* Fantastic communication skills, both written and verbal.
* An ability to manage your time and deliver in a remote/hybrid working environment.
Opening hours are Mon - Sat 9am - 7pm and Sun 10am - 5pm. 40 hours pw, 5 days out of 7 pw, including Bank Holidays. You will work one weekend day every week. 3 days office-based, 2 days at home (after initial training).
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