Senior Customer Service Agent

7 months ago

Derby, United Kingdom Ted Baker Full time

**SENIOR CUSTOMER SERVICE AGENT**

**WHO WE ARE**
- QUINTESSENTIALLY BRITISH; DISTINCTLY GLOBAL.
- At Ted Baker, we know what it means to be a truly forward-thinking designer brand. From the iconic props in our shops, to the delightful details and thoughtful touches which set us apart from the crowd. These are the qualities we see brought to life in our People.
-

**THE ROLE**
- To supervise the day-to-day functions of Ted’s Customer Service team and interact with customers/clients and provide a luxury service, accurate information, and advice in response to enquiries surrounding Ted’s products and services. Be the first point of escalation in handling and resolving communications and complaints from customers within agreed SLA’s and KPI’s. You will be the first point of call to support Ted’s CS team agents with escalated queries and system/policy information. to ensure that our platform solution can support a few core future capabilities, to ensure Ted remains competitive.

**MAIN RESPONSIBILITIES**
- Resolve and support on escalated complaints from the CS Team.
- Ensure Customer Service agents are supporTED and achieving specified Service Level Agreements (SLA’s) for customer enquiries while also upholding Ted’s high customer expectation standards and individual key performance indicators (KPI’s)
- Issue/ authorise goodwill gestures when applicable to Ted’s customer base.
- Take full responsibility as part of Ted’s Customer Service management of weekends shifts.
- Take Escalated complaints, when necessary, from CS agents and business critical issues from Head of Department or CEO.
- Be accountable for daily tasks/reports within the CS Office - RTS, Warehouse communication, Refunds, and credit control processes.
- Deal with, resolve, and rectify complaints regarding retail stores, customer service and faulty goods.
- Have a basic understanding of Ted’s credit control and risk analysis programs.
- Liaise with and track status of orders through courier companies.
- Contact customers to ascertain data omitted on orders.
- Have knowledge of product line, prices, delivery time, drop ship items, various marketing promotional services, and similar data, as required.
- Perform other allied duties as assigned by management team.
- Gift Cards - Proficiently be able to check Ted Baker gift cards manually to assist the CS Team, Management, and stores.
- Assist with Customer Service organizational tasks when required.
- Perform return to work and absence management responsibilities and supervise weekend team staffing.

**TOOLS OF THE TRADE**
- Previous customer contact centre experience, preferably within luxury fashion retail
- Experience in managing a large team of varying roles
- MS Office proficiency (Word, Outlook, Excel, PowerPoint)
- Excellent organization skills and strong attention to detail.
- Strong sense of urgency and ability to meet deadlines
- Excellent communication skills, both oral and written

**OUR VALUES**
- AUTHENTIC
- We have the freedom to be our ‘best self’, being true to ourselves and others
- KIND
- We try to do the right thing: for each other, our communities, our planet and for Ted
- CURIOUS
- We are hungry to explore, innovate and think differently
- COURAGEOUS
- We have the confidence to be brave, have fun and discover the unexpected
- INCLUSIVE
- We embrace and respect individuality and celebrate difference & diversity

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