Job Description

• To respond promptly and professionally to all general enquires, customer, store staff and product queries via email or telephone
• To respond promptly and professionally across our social media accounts - Facebook, Instagram and Trust Pilot.
• You will respond to email responses across a number of different platforms ensuring these are tailored and personable to the individual.
• To have a calm and professional phone manner whilst ensuring all queries are dealt with in a timely manner
• Ensure the effective escalation of specialist customer queries to the relevant internal department or manager
• Acknowledging and resolving customer complaints with critical thinking and the ability to build a trusting rapport
• Communicating and liaising with key departments to develop cross functional collaboration
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customers experience
• Team orientated with the determination to succeed and progress within the business
• Other ad-hoc duties as dictated by your Line Manager
• To improve the overall response time and experience for our Customers measured by KPI performance 

Required Knowledge, Skills, and Abilities

A working knowledge of Word/Outlook and Excel. Good planning and organizing skills. Excellent communication skills, in particular listening and questioning. Strong problem solving and prioritizing skills. Ability to work within tight timescales and meet given deadlines. A professional telephone manner.