Senior Contact Centre Agent
6 days ago
You will be working within a fast paced Global Contact Centre handling customer communication across phones, email, social media, and live messaging, and report directly to a Team Leader. This is a key role, as a more experienced and confident agent you will be handling more complex and escalated matters, as well as leading by example with your service and professional behaviours. In a technologically advanced world, our Senior Agents need to be the human connection between the customer and brand; and a real point of difference from our AI ChatBots providing the best possible service, solutions and building relationships and trust with our customers. You will be targeted to hit your own KPIs such as productivity, quality targets with a primary focus on handling and resolving customer cases to the highest standard.
ABOUT THE LOCATION
Based in our East London Studios in vibrant Shoreditch with perks and benefits offered from local businesses including discounts on food, shopping and health & beauty. Studio Location. Approximately a 10 minute walk from Liverpool Street Station and a 5 minute walk from Shoreditch High Street.
#LI-Hybrid
WHAT I WILL BE DOING
Customer Communication: Respond promptly and professionally to customer inquiries through phone, email, live messaging, and social media. Ensuring each communication is positive, friendly, empathetic and solution oriented, and a positive reflection on the AllSaints Complaint Resolution: Address and resolve customer concerns and complaints efficiently, cooperating with other department and business partners to ensure customer satisfaction Purchase Support: Support customers with order/return inquiries, store purchases and after care enquiries. Be a product & customer expert, assisting new and existing customers with any queries that they may have Knowledge: Maintain an in-depth knowledge of our products, services and launches, including new arrivals and seasonal collections, to effectively assist customers Feedback: Gather customer feedback and provide insights to improve our products and services. Representing the voice of your customer and team Sales Support: Upsell and cross-sell products to customers based on their preferences and needs Team player: Acting as a mentor to new starters and as manager on duty when necessary. Supporting department projects as required. Regularly communicating with the team and managers on internal channels Brand Ambassador: Uphold the brand's image and values in every customer interaction Brand Values: Embodying Customer is the Boss, We Do What We Say We Will, We are Responsible and One Team in WHAT you do and HOW you do it. Career Goals: The long term goal to become a future Team Leader or manager within Customer Experience department #WeAreAllSaints
Our aim is to develop truly diverse teams and create an environment where everyone feels respected, valued and able to give of their best whilst contributing to the success of our brand.
We recognise the importance and strength of diversity and commit to providing equal opportunities to everyone in our employment and recruitment processes. We safeguard against any form of discrimination irrespective of gender, gender reassignment, marital status, race, ethnic origin, nationality, disability, sexual orientation, religion, gender identity, gender expression, transgender status or age.
Even if you feel you don't tick all the boxes, we'd still very much like to hear from you. We want you to know that finding people who have a passion for our brand and are open to learning is incredibly important to us.
If you need any support or adjustments during your application, please get in touch with us and we are happy to help.
#LI-Hybrid SKILLS
Previous experience in customer service contact centre roles Demonstrable experience in customer support by live chat, social media, email and phone, resolving customer complaints, with empathy, understanding and patience Enjoys talking to customers, empathetic and solutions focussed Team player with a positive mindset - can easily build relationships with team and customers Great time management and multitasking skills Experience with using contact centre CRM systems Highly organised and self motivated Ability to follow internal processes consistently to a high standard Computer literacy in Office, Google Suite and used to working across multiple platforms Business level proficiency in English, excellent communication and presentation skills
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