Customer Services Executive - weekend
Robert Welch Designs is known for exceptional design, quality, and functionality. The family-run company is an international brand with an extensive range of award-winning kitchen knives and utensils, cutlery and other tableware.
Based:
Home-based role with occasional travel to our Gloucestershire and Worcestershire sites.
Candidates should be based within reasonable travelling distance, as attendance at site will be required for training and business needs
Hours: Saturday & Sunday – 15 hours per week
Outline:
You will primarily champion the needs of our customers within Robert Welch. You will have excellent communication skills (written and verbal) and the ability to build strong customer relationships instantly via all channels of communication.
You will be required to maintain the delivery of a world-class customer service to our customers, ensuring speed and quality in every interaction. You will strive to maintain good relationships with existing clients, gaining repeat business wherever possible. We want our team members to be empowered to go above and beyond, exceeding customer expectations. From time to time, and as directed by your line manager, you will be required to support other customer service representatives within the business.
General Telephone Reception
- Call answering, handling telephone orders, and call forwarding
Daily Key Activities
- Handling high volumes of end user enquiries via all channels of communication
- Provide product aftercare, purchasing advice, and sales support
- Resolving queries & questions for all of your allocated inboxes in both Re:Amaze and Outlook with speed and accuracy, using clear and accurate communication skills within the allotted SLA
- Resolving courier issues, liaising with our courier provider GFS on behalf of customers
- Respond daily to all FeeFo & Trustpilot reviews
- Action Shopify Fallback emails
- Action Shopify Fraud Alert emails
- Action Amazon enquires within the SLA
- Action Retail Mail Order & Website Refunds
- Action Age Verification throughout the day
- Cover live chat
- Order entry, checking stock status, and taking telephone payments
- Monitor ‘on hold’ status orders in NetSuite
- Monitor & action RMA returns in NetSuite
- Monitor Age Checked pending customers in NetSuite
Customer complaint resolution
- Timely resolution of complaints & customer issues
- Escalation of service product fault issues as needed
- Logging & reporting complaints
Monitoring & resolving e commerce and website issues
- Improving customer journey and conversions by feeding key improvement to the e-Commerce Team
Liaising with other internal departments
- Liaising with the Stock Control Team
- Resolving stock issues and queries on behalf of customers
- Resolving customer product issues
- Escalating potential quality issues with the Manager of Quality Control
- Liaising with e-Commerce Team Raise any potential issue that may impact the customer experience with the relevant department
- Regular communication with Accounts & the wider Warehouse Team
You may be required to undertake additional duties across the business from time to time. There may also be occasions where you are required to work from an alternative location to support business needs.
Knowledge, Skills & Experience
- Experienceof sales support role, in a busy, proactive environment
- Passionate and enthusiastic about delivering world class customer service
- Computer skills and knowledge, ability to grasp new processes quickly
- Strong communication and influencing skills
- Proactive approach to servicing customers, ability to build relationships via all channels of communication
- Capable to work well under pressure
- Strong planning and organisation skills
- Proven experience of complaint resolution
- Highly organised and accurate with a logical mindset with an excellent attention to detail
Additional Requirements
During peak times you will be asked to work additional hours to help support the additional workload. You may be required to attend occasional product training sessions. Paid overtime or, time in lieu will be given for any overtime worked during busy periods.
To Apply:
If you are interested in applying, please email your covering letter and CV outlining your current remuneration details
Benefits:
- Company pension
- Employee discount
- Life insurance
- Sick pay
- Work from home
Work Location: In person
