Job Description

• Work in an assigned channel specific aftercare team; Admin, Email, Telephone
• Proactively improve the overall customer experience
• Restore and maintain customer satisfaction
• Take on all delegated tasks you are assigned
• Help with onboarding and buddying with newbies

In return you can expect a forward-thinking, friendly bunch committed to building a fabulous company with brilliant people.

Required Knowledge, Skills, and Abilities

Assisting customers with order amendments, always ensuring that you are liaising and communicating with relevant departments through this process. Informing customers of any product delays and handling queries and offering solutions. Dealing with delivery failures and offering customers immediate solutions and advice in these instances. Work closely with our delivery team ensuring that you are offering solutions within set guidelines - understanding the logistic challenges presented and how this might affect the company and the customer. Providing advice, problem solving and resolutions to customers who have experienced product issues. Processing and arranging the safe return and /or exchange of an order. Monitoring product quality issues, flagging and providing feedback to your manager. Organizing third party furniture technicians to assess and complete relevant repairs for customers. Always ensuring follow up with the customer and any third-party companies for a conclusive outcome. Resolve all customer questions and queries via phone and email within set SLA's. Have a basic understanding of GDPR and how this impacts our customers. Handling all queries regarding customer account information and marketing preferences. Actively take an interest in our Trustpilot reviews and what you can do to impact this positively. Ensuring that all customer communication is of the highest standard by monitoring your personal Customer Satisfaction Score. Ensure that you always have excellent product knowledge - visit our Shacks as many times as you can! Ensuring that the company always provides the best customer experience. Liaise and communicate effectively and professionally with all other departments within company. Take the initiative to deliver beyond the expectations set for your role, always striving to go above and beyond for the customer and your team. Display a professional attitude towards the job at hand and the rest of the team. Previous experience working in a customer services role or call Centre, working in a fast-paced busy team in an office environment. Excellent listening, verbal and written communication skills. A patient and calm approach. Excellent attention to detail. The ability to take responsibility and be accountable for your actions. Strong organization skills and an ability to priorities tasks in a timely manner. The ability to problem solve and think on your feet. Willing to go the extra mile (and then some) for every single customer. Self-motivated with a positive approach. Initiate, execute and embrace new methods of work and projects. A quick learner who's flexible and willing to help where needed. A team player - work well with other team members and be a fully participating team member. Good Microsoft Office skills. CRM knowledge and experience useful, training will be given.