Customer Experience Specialist

5 months ago

Chadderton, United Kingdom Online4Baby Full time

**Customer Experience Specialist**

We are looking for somebody to help us to continue to create that first-rate experience for each and every one of our customers, somebody with a positive outlook, strong communication skills and a natural desire to help.

**Salary/Working Hours**
- This is a full-time, permanent, office based position.
- Working hours are 8:30am - 5:00pm Monday to Thursday and 8:30am - 4:30pm Friday.
- Salary is up to £26k DOE (this will reflect experience and will be discussed during interview).

**Role Responsibilities**
- Reporting to the Customer Service Manager, you will join part of team focused on providing an exceptional service to our customers, ensuring they receive full support via a wide range of platforms.
- Acting as first point of contact for the customers, supporting with queries and providing solutions in a senior capacity.
- Ticket management, distribution of tickets to a team of Advisors and management of orders.
- Ensuring that all correspondence between yourself and the customer is read thoroughly and replied to in line with our brand tone and language.
- Establishing and fully understanding the root cause of issues and advising customers on the best action to take for resolution.
- Updating customer records.
- Problem and query resolution including evaluating assembly/mechanical issues with reference to instruction manuals.
- Dealing with returns including booking in collections and monitoring.
- Liaising with carriers and manufacturers to problem solve and dispute resolution.
- Providing customers with advice on the Consumer Rights Act and Online4baby’s return terms and conditions (training will be provided).
- Keeping track of out of stocks and alerts on the system.
- Capturing all relevant information, ensuring that clear notes are left on the system.
- Using voice note and video calls to ensure a fully personalised service.
- Working towards targets set by the Customer Service Manager.

**Experience & Skills**

We are looking for somebody with a natural instinct to help, a people person who is great at building rapport and trust who can think on their feet. Somebody who can give customers a personal approach with the confidence that they will get to the root of the problem while showing empathy and resilience.

**Required skills include**:

- Experience of working in a fast-moving customer service role.
- Competency in complaints resolution.
- Knowledge of Consumer Rights Act.
- Target driven with the confidence to reach set KPI’s/targets.
- IT proficient (including Microsoft Word and Excel) with the ability to learn new technologies quickly.
- Knowledge of Zendesk, Freshdesk or other helpdesk software.
- Willingness to learn products and specifications within our portfolio.
- Natural multi-tasking ability to react to changes in priorities and workload to meet deadlines.
- Excellent attention to detail.
- Ability to quickly identify issues and implement solutions.

**Who Are We?**

A pure play ecommerce retailer specialising in selling an unrivalled range of nursery products with over 30 years’ experience. We have delighted over 1 million customers with exceptional service backed up with “Excellent” Trust Pilot ratings and pride ourselves on providing only the best quality baby products at the best prices for our customers. Award winning, we stock a huge range of products from leading brands including Joie, Mamas & Papas, Cybex, Puggle, Chicco, Snuz, Ickle Bubbaand Cosattoto name a few.

**Why Work Here?**

We have experienced incredible growth and our team has more than doubled in size, there are no signs of us slowing down anytime soon making it an incredibly exciting time to join us.

**Where Are We?**

Close to Junction 22 of the Manchester orbital route of the M60 and the A62, which is the main road from Manchester to Oldham. The nearest tram/train stations are Hollinwood and Moston. We are in a convenient and desirable location for people commuting to work from surrounding areas.

**What Do We Offer?**

We know as a company how much our employees contribute to the success of our business, after all we would not be where we are without them. To show our appreciation we offer company benefits along with extensive progression opportunities.
- Free parking.
- Staff discount.
- Friendly, team orientated environment.
- Extensive progression opportunities.
- Genuine responsibility from day one.
- Exciting and fast-paced working environment.
- Social events.
- Sick pay scheme.
- Generous holiday allowance.
- Pension (after probation).
- Birthday day off.

We have a creative and energetic workplace where no 2 days are the same. A fast-paced culture where ideas are listened to, and every team member is encouraged to be the best they can be.

**Sound like the kind of role you are looking for?**

** STRICTLY NO AGENCIES **

**Salary**: Up to £26,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Employee discount
- Free park

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