Job Description

You will also be responsible for various administrative tasks, as well as being flexible and adaptable to take on any tasks to ensure our customers enjoy their journey when shopping with us.

Key Responsibilities

• Answer the telephone, web chats and emails promptly
• Deal with all queries positively, accurately & politely
• Manage & resolve customer complaints
• Exceed the customer expectation
• ‘Own’ all customer issues to conclusion, to ensure a simple and speedy resolution to all queries
• Take customer orders over the phone or by post
• Check all security issues that arise from orders made
• Resolve issues relating to missing & late orders
• Record/note customer interactions
• Amending & cancelling customer orders
• Maintain an in-depth knowledge of all Lovehoney products
• Positively advise customers about the range of products available through Lovehoney
• Share knowledge with colleagues to ensure all customers receive the very best advice
• Suggest alternative products for customers when appropriate
• Ensure orders are dispatched in a timely fashion
• Process Customer Returns
• Any other duties required to ensure the highest levels of customer service are maintained

Required Knowledge, Skills, and Abilities

• Passionate about delivering first-class customer service
• Excellent communication skills both written and verbal
• Retail/front facing customer service experience
• Call center experience would be a bonus
• Documentation accuracy
• Ability to organise and prioritise
• Experience with a fast pace and ever changing industry