As a Customer Service Advisor at Workwear Express, your role is pivotal in ensuring a smooth and satisfying customer experience.
You'll be handling enquiries through various channels including email, telephone, live chat, and social media.
We're on the lookout for someone who is a committed, passionate team player, bursting with energy and always putting customers first. Our working hours are from 8am to 6pm, Monday to Friday, with the occasional Saturday shift.
Day-to-Day Responsibilities:
- Respond to customer inquiries across all channels including phone, email, live chat, and social media.
- Ensure timely responses to all contacts, looking for opportunities to upsell, cross-sell or suggest alternatives.
- Take charge of escalated delivery or collection issues, liaising with customers and delivery partners for swift resolution.
- Maintain thorough knowledge of Workwear Express products to assist effectively in pre-sale inquiries and drive successful sales.
- Represent the brand with an engaging, positive, and exceptional customer experience.
- Follow up with customers to guarantee a remarkable journey with us.
- Keep customers informed about delivery updates, delays, or stock shortages.
- Deliver outstanding post-sales service, processing return requests efficiently.
- Collaborate with the Operations team on order and shipping updates, ensuring customer queries are resolved in line with our service level agreements.
What We Appreciate in You:
- Expertise in customer-facing roles, with a knack for delivering first-class service.
- Excellent communication skills, both oral and written, to communicate effectively.
- High energy, adaptability, and a passion for presenting solutions.
- Ability to manage multiple tasks efficiently, even under tight deadlines.
- Flexibility and comfort with a fast-paced work environment.
- A collaborative approach, preferring teamwork over working in isolation.
- Proactivity, a can-do attitude, and an eagerness to learn and grow.
- Experience in retail and e-commerce is desirable but not essential.
Job Duties:
- Answer incoming customer enquiries.
- Collect and report customer feedback, upholding our standards of best practice.
- Engage with customers professionally and empathetically.
- Provide support and solutions in line with the company's customer service policies.
- Perform other duties as needed.
Job Type: Full-time
Work remotely: No
Schedule:
- Monday to Friday with the occasional Saturday
Pay: £26,901.83 per year
Benefits:
- Additional leave
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Employee stock purchase plan
- Enhanced maternity leave
- Enhanced paternity leave
- Life insurance
- On-site parking
- Paid volunteer time
- Referral programme
- Sick pay
Work Location: In person
