Customer Service Advisor

A successful multi-channel retailer of beautiful, unique and affordable furniture and accessories for the home. Today we have 14 shops and an extensive mail order, online, Interior Design and Trade business with many thousands of customers throughout the UK and the world beyond.

Key Tasks and Responsibilities

• Handle internal and external customer enquiries and complaints via telephone, fax, letter and e-mail in an efficient and timely manner
• To take full ownership of a customer’s enquiry and be positive and proactive in finding a solution
• To meet and exceed individual and team targets, KPIs and department objectives
• To maintain our service level agreement for calls, written communication & web queries
• To feedback customer comments and issues and find creative solutions and suggestions to recurring problems

Knowledge, Experience, Education and Training

• Experience working in a call centre/ customer service environment
• Excellent communicator, especially telephone manner: professional, clear, positive, upbeat, patient & friendly
• Computer literate with excellent written skills (spelling and grammar) particularly business letter writing
• Good numerate and problem-solving skills
• Attention to detail
• Commercial awareness
• Time management and organisational skills

Core Competencies

• Excellent communication skills
• Active listening skills
• A clear telephone voice
• Able to deal with all types of people and change your communication style to suit a situation
• Able to immerse yourself in product knowledge/ training
• Adaptable to change and new ways of working as part of an evolving team
• A desire to help others
• Able to work to targets
• Able to work under pressure at times
• Able to handle objections/ deal with the first level of customer complaints and escalate effectively to your manager
• Attention to detail and accuracy
• Organisational skills
• Teamwork

Please note: Only candidates with the relevant skills and experience will be contacted regarding this position. If you do not hear back from us within 5 days you have unfortunately been unsuccessful in your application for this position, however we may contact you in the future to discuss other opportunities.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the job.