Consumer Services Advisor

2 weeks ago

Andover, United Kingdom Le Creuset UK Ltd Full time

**WHO WE ARE**

Our French heart pulses through our international brand. With 100 years of heritage, we are future focused as we push ourselves and each other to connect every cook with personal stories and our rich legacy of food lovers to a lifestyle that inspires. Building beautiful products of the best quality that bring joy to people’s lives for generations. We want to ensure that the heart of every home beats from the kitchen. Through our values of **PASSION**, **INTEGRITY**, **INNOVATION & EXCELLENCE** and **TEAMWORK,** we make Le Creuset a great place to work, celebrating our rich diversity of 22 countries & cultures across EMEA.

**WHY JOIN US?**

Our recipe is equal parts passion, hard work and fun with a culture as vibrant as our products. We constantly stretch ourselves and encourage our team mates to do the same. When you join Le Creuset, you become part of a dynamic team that focuses on innovation and collaboration.

You are part of something bigger from your first day to every moment thereafter, you’re going to love what you do as part of the Le Creuset family Together we live our ‘One Le Creuset’ Values**:PASSION**, **INTEGRITY**, **INNOVATION & EXCELLENCE **and **TEAMWORK.**

**Main Purpose**

To assist the Operations Department by ensuring that excellent levels of customer care and service are delivered to consumers at all times in particular focusing on LiveChat.

**Main Duties**
- Receive Live Chat calls and respond to customer queries or complaints in a deal knowledgeably with any complaints or queries
- Input and update information as and when directed onto the CRM system
- Find stockists and source products as required for consumers
- Liaise with the Warehouse Operation in regards to cancelling E-com orders that have been requested
- Implement the appropriate action to follow up any matters raised by the enquiry that is timely and the most suitable resolution and leaves the consumer satisfied
- Receive and process faulty returns from consumers; inspect and identify problems, writing a report where necessary and following up by transferring information onto the Customer Relationship Management (CRM) system
- Arranging credits or replacements ensuring that the consumer is kept informed of progress and of the outcome
- Process all orders and paperwork
- Advise consumers on product suitability and care and use of products
- Liaise with other departmental employees, managers and directors to ensure good interdepartmental relations and communications
- Scan any and all return paperwork into the CRM to ensure good GDPR practices
- Carry out from time to time and as directed, any other duties as required in addition to the above that will be both reasonable and within your capabilities
- Ensure that at all times you take care of your health and safety and that of others by complying with health and safety obligations, particularly by reporting promptly any defects, risks or potential hazards.

**PERSON SPECIFICATION**

**Experience**
- Minimum of 3 years experience in a Customer/Consumer support role
- Minimum of 1 year experience as a Live Chat Operator in Customer Services environment
- Experience on the telephone with high consumer expectations and demands

**Education / Qualifications**
- GCSE Level English and Maths

**Skills and Knowledge**
- User knowledge of CRM systems or database products
- Microsoft Word, Excel and Outlook to Intermediate Level
- Touch typist
- Navision or AX experience (user level is advantageous)

**Personal Attributes**
- **Communication (Oral, Written & Listening)**: Adapts his/her oral and written communications to audience and fosters clear and effective communication with others. Is able to build relationships and interact effectively across functions, seniority levels, personalities, and cultures with confidence. Actively listens. Displays accuracy and quality in his/her work written work
- **Conflict Management**: Anticipates and takes steps to prevent counter-productive confrontations. Resolves conflicts in a constructive manner without taking criticisms personally
- **Customer Awareness**: Takes personal pride and is driven by exceeding customer’s expectations with regards to his/her product knowledge, understanding of customer needs, and provision of quality solutions
- **Flexibility**:Is able to modify approach in order to achieve a goal or task. Is open to change and has a positive approach to work and colleagues. Able to work “outside the norm" and “multi task” to ensure business/customer demands are met
- **Initiative**: Is proactive, self-starting, seizes opportunities and originates action to achieve goals
- **Prioritising**:Accurately assesses the relative importance of objectives, activities, and events, in relation to organisational goals
- **Resilience**:Is able to maintain high performance levels under pressure and/or opposition and is able to maintain composure in the face of disappointments, criticism and /or rejection. Rem

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