Customer Service Advisor

5 months ago

Swansea, United Kingdom TOAST Full time

Weekend:
Saturday: 10am - 6pm

Sunday: 10am - 4pm

Born in a Welsh barn in 1997, TOAST has grown from loungewear and nightwear to become a unique lifestyle brand, creating and curating simple, functional, beautiful clothing, home ware and editorial.

TOAST is renowned for its thoughtful, contemporary design and commitment to traditional têxtiles and craftsmanship.

TOAST has studios in both London and Swansea and is one of the very few UK clothing brands with its own full pattern room.

The emphasis within the TOAST workplace is:
Thoughtfulness - in all we do and all we say, in our actions and our interactions

Simplicity - in our aesthetics, communications, processes and solutions

Creativity - and the encouragement of fresh thinking and the free exchange of ideas

Collaboration - both among ourselves and with other inspiring individuals, organisations

and traditional craftsmen

As part of the TOAST team, you are a catalyst for the brand’s successes. To realize our ambitions, we need you to share our interests and values, have an enthusiasm for TOAST itself as well as a deep knowledge and love of your own specialist area.

In return for your dedication, TOAST will offer a supportive and friendly working environment with flexible working hours and generous staff discounts. You will receive a comprehensive induction, including product and brand training, that helps to plant a deep understanding of TOAST that can be carried confidently through your work and into the outside world.

**Main Purpose of Role**:
The customer service role will be to provide a customer service function within the call centre. You will be responsible for providing excellent customer service to our customers at all times. You will be knowledgeable and experienced in all areas of customer service and be able to provide an excellent level of service.

You will need to be able to exercise discretion and a sensible degree of sensitivity when dealing with customer issues. You will be able to diffuse situations and resolve potential issues.

You will be able to deal effectively with complaint handling with the ability to successfully resolve any complaints and provide feedback in order to avoid future complaints of the same nature. Need to be able to work within limits of authority and follow the correct protocol.

You should be able to contribute to the overall improvement of customer service and call centre by helping to review existing processes and suggest improvements. Must have good product knowledge and procedural knowledge in order to provide advice accordingly. Need to assist returns with any return or exchange queries they may require assistance with. Needs to assist production with any queries which may require their assistance.

This role involves interaction with customers, service providers and other departments so you must be an excellent communicator with the ability to communicate effectively on all levels. When dealing with outside suppliers and couriers you need to ensure their service commitments are met and if not feed this back to your manager effectively.

Actively monitor call statistics and respond to calls appropriately. Promptly answer and deal effectively with customer service calls and handovers. Customer services to ensure high levels of productivity & professionalism.

Need to have a good understanding of company websites, the shopping and checkout process, familiarity with the help pages and the terms and conditions. You need to be able to effectively advise and support internet customers if they experience difficulty purchasing online. Need to have a good knowledge on the Distance Selling Regulations Legislation and Consumer Law, ensuring we comply accordingly.

Need to be efficient in all areas of customer service role, including having the ability to work via Live Chat. Need to be a team player who respects and works well with other members of the team, as well as being able to work on own initiative. Must be positive, customer focused, enthusiastic and flexible, willing to contribute to the department for the benefit of the organisation as a whole. Must be brand focused and display brand values in all you do.

**Specific Responsibilities**:
Organisation
- Produce the highest level of work and ensure consistent productivity. Contribute to team work and liaise effectively with team members.
- Feedback improvements to customer service processes in order to help bring about improvements. You will need to be flexible and open to change, with a work ethic of continuous improvement.
- Ability to respond to credit card queries and deal effectively with all payment queries. An excellent understanding is required of the payment’s menu in order to deal with any payment queries.
- Support Returns Department with customer queries and give advice.
- Communication - Need to ensure that information is reported clearly and on time to the relevant people. Must be able to liaise effectively on all levels, with excelle

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