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After Care Specialist
4 weeks ago
Join a world leading premium brand who sell & manufacture unique, innovative products to top retailers including John Lewis, Bensons for Beds, Debenhams, Dreams, and Furniture Village. With a robust online presence and their own stores.
Purpose of the Role:
The After Care Specialist is tasked with providing exceptional Customer care and advice for newly delivered products, focusing on reassuring consumers considering returns. This outbound call-focused role involves following up with customers post-delivery to ensure satisfaction. Additional responsibilities include managing customer feedback on social media and Trustpilot, requiring excellent communication skills.
Key Responsibilities:
Answer phone calls and respond to customers via the chat function.
Effectively solve customer challenges and problems.
Maintain and update accurate notes on D365.
Troubleshoot and problem-solve.
Communicate with internal departments as needed.
Manage concerns regarding delivery faults.
Process return requests for both consumers and retail.
Manage Tramo returns, ensure refunds are raised, and delete orders from D365.
Handle inbound and outbound customer feedback.
Respond to Trustpilot reviews and social media comments.
Chase refunds for consumers.
Handle ad hoc duties.
Knowledge, Skills, Experience, and Profile:
Provide first-class customer service by directly and honestly communicating with customers, understanding their needs.
Organised and self-efficient.
Outstanding verbal and written communication skills.
Adaptable and open to change and progression.
Skilled in understanding, prioritising, escalating, and resolving customer issues.
Great attention to detail.
Excellent problem-solving skills
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