Customer Service Assistant x 2positions

5 months ago

Falmouth, United Kingdom Tom Raffield Ltd Full time

Job Title: Customer Service Assistant x 2positions (maternity covers)

Reporting to: Head of Marketing & Sales

Contract & Working pattern: Temporary roles to cover 2 maternity leaves, based at our design studio in Falmouth, Cornwall, contracted to 32 hours per week, option to divide over 5 days Mon-Fri, and must cover our core hours of 9am-3pm. At present we do not work weekends or bank holidays unless business demands it.

About Us...

Established in 2008, we design and make a range of contemporary and sustainable homeware that is beautiful in form and practical in function. Our goal is to create new ways of living with unique, quality homewares that are inspired by nature and handmade to last a lifetime using traditional craft processes in sustainable and innovative ways. We strive to inspire a like-minded conscious community and have a positive impact helping to create a world where people and nature thrive for future generations to enjoy.

What you'll be doing...

About you...

Your key responsibilities
- Represent the brand to standards set out in training.
- Be a key support to the wider Customer Service team.
- An important role in the wider Marketing & Sales team with a drive to deliver weekly and monthly tasks and sales targets.
- Direct customer facing role to provide customer support to all sales channels - B2C, B2B and retail accounts.
- Completing assigned Zendesk tickets and ensuring all enquiries responded to within 24 hours, as per our set SLA.
- Processing orders for all channels using Shopify and Unleashed.
- Outstanding product knowledge to help generate and convert sales.
- Carry out Customer Showroom appointments.
- Be flexible and pro-active to support with any necessary changes to priorities, tasks and sales targets.
- Receipt and process returns alongside our logistics team. Organise returns directly with customers, booking collections with relevant courier.
- To provide a prominent role in after sales support linking to logístical requirements, highlighting any issues, delays or changes between various departments.
- General office administration for the smooth running of Tom Raffield Customer Service, Marketing and Logistics teams.

Your skills
- Preferably have minimum 2 years customer service experience.
- Experience in direct contact with customers from various sales channels.
- Good numeracy, literacy and IT skills using Microsoft Office including Excel.
- Represent Tom Raffield in a friendly, positive and helpful manner to all external contacts/customers/clients.
- Be meticulous with detail and problem solve if issues arise and know how best to resolve against measured results and planned outcomes.
- Be a strong communicator using various channels and be confident to ask questions to improve your own learning and skills.
- Be a quick learner and enjoy working in a fast-paced team.
- Can communicate with multiple contacts, both inside and outside of the company.
- Be hardworking, committed and interested in the challenge of working for an exciting young business experiencing rapid growth.

This list is by no means exhaustive but outlines the requirements on a day-to-day basis, and therefore, there will be additional responsibilities to ensure both logistics and packing provide operational efficiency always.

 

So, what's in it for you?
- A flexible part time role, with the potential for further cover if business demands.
- We’ll support your ongoing professional development with bespoke learning initiatives and training opportunities.
- We offer career progression as we grow, you grow.
- Being part of a growing, ambitious and dynamic team, so you get the chance to be part of and mould our work culture too.
- We support you saving for your future, so you are automatically signed up to our company pension scheme, after your three-month probationary period.
- Access to reduced prices across our fantastic product range.
- We provide healthy breakfast and snack options.
- Regular social events including summer and Christmas parties as well as occasional full team activities and catered lunches.

 

The company is committed to training and supporting employees. Employees will receive training for all areas included in their job description to ensure that they are capable, and feel confident, of performing both main and secondary responsibilities. In addition, it is the employee’s responsibility to alert the Heads of Departments and colleagues to areas where they feel they require more training or need the support of another member of the team, to undertake a specific task that may be new, or more challenging, for them.

**Job Type**: Part-time

**Salary**: £12.00 per hour

Expected hours: 32 per week

**Benefits**:

- Company pension
- Free parking
- On-site parking

Schedule:

- No weekends

Work Location: In person

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