Customer Service Advisor

5 months ago

Rotherham, United Kingdom Wilsons Carpets Full time

We are a national family-owned carpet retailer selling online and through 20 stores, employing nearly 300 people. Join our team

Wilsons Carpets are looking for a **Customer Service Advisor **at **Wath Upon Dearne, S63 7LG**

**Package**

**Salary** : £25,334.40 per annum plus OTE £1,000 + per annum.

**Contract***: Full Time, Permanent

**Shift Pattern**: 40 hours per week, Monday to Friday (between 8am and 8pm - times to be agreed)

**Benefits**
- Private medical insurance and cashback plans after 3 months
- 28 days annual holiday (inclusive of UK bank holidays)
- Company Contributory Pension Scheme (after 3 months)
- Generous staff and family discounts on carpets, beds & furniture

**The Purpose of the Customer Service Advisor**

The primary responsibility of this role is to create a highly positive experience for all our customers, who need assistance in relation to the services we provide.

You’ll be passionate about providing a quality service, your naturally strong customer service skills, together with your excellent telephone manner and ability to resolve complex queries will be fully utilised in this role as will your ability to work on your own initiative and always remain polite and professional.

**Main Responsibilities and Key Tasks**
- Communicate clearly and effectively with all customers, team members and other stakeholders.

i. Pre-sales queries, relating to product types, suitability, advice, measurements, delivery, stock availability and pricing.

ii. Sales order taking, closing sales, recording customer information, arranging, and confirming delivery dates with the Transport Team and customers, taking payments, advising Terms and Conditions.

iii. After-sales support, inbound and outbound, order amendments, re-arranging deliveries in line with customers’ needs.

iv. Complaints handling & resolution, handling initial complaints, investigation, collection of returns or order replacements, agreeing & submitting refunds, or Gestures of goodwill where appropriate.
- Undertaking and completing a variety of minor tasks integral to the service we provide daily.
- Capture customer feedback, in some cases relaying that feedback to the right department where appropriate for further investigation or action to take place.
- Commitment to your own in-role development, by continuously developing your own knowledge, skills, and competence.

**Competencies and Key Skills Required**
- A team player with a kind nature and the willingness to go the 'extra mile' to exceed expectations and always see queries through to resolution.
- High levels of self-motivation and the ability to multi-task.
- A willingness to learn and develop yourself, both with new skills and knowledge of our products and processes.
- A confident telephone manner and excellent relationship building skills.
- An eye for detail, with good data inputting skills.
- I.T. literate, with the ability to learn and master multiple systems.

**Wilsons Furnishers Group**

Wilsons Furnishers have traded for 54 years, selling all types of flooring products, artificial grass, furniture, and beds nationally through a number of online ecommerce platforms and also a network of 30 locations.

We are an equal opportunities employer. All applicants are considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

Please ensure you have the Right To Work in the UK before applying.

**Job Types**: Full-time, Permanent

**Salary**: £25,334.40 per year

**Benefits**:

- Company pension
- On-site parking
- Private medical insurance
- Store discount

Schedule:

- 8 hour shift

**Experience**:

- Customer service: 3 years (required)

Work Location: In person

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