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Customer Care Team Mate
4 months ago
New Look prides itself on giving outstanding Customer Care to all its customers.
Our Customer Care team based in Weymouth speak to 10000 customers a week via our digital contact channels, we also help and support our internal store teams.
Customer Care Team Mate - Role Purpose
**At New Look Customer Care, we’re committed to**:
- Showing our customers that we genuinely care
Making it easy for customers to get answers to their questions
Adding value back into the wider New Look business
Through your conversations with customers, you’ll personally deliver our Care & Easy promise on a daily basis and contribute to the continued success of our Customer Care contact centre operation.
Accountabilities and Responsibilities
Contribute to a fun and happy environment by doing your best for our customers every day and being an active member of the team
Treat our customers as your friends and make it easy for them the answers they need
Understand New Look processes and policies but recognise when you need to go over and above them in order to retain a customer
Aim to resolve customer queries at the first point of contact, anticipating any additional questions your customers may have wherever possible
Spot trends and serious/sensitive issues and escalate as appropriate
Take a genuine interest in customer feedback about the service you’ve personally provided and work with your Team Leader on any areas for improvement
Share ideas and suggestions to management and positively challenge things that cause issues for our customers
Experience and Skills
Positive, happy disposition with some experience in a customer facing environment, not necessarily contact centre
Genuinely passionate about working with people; customers and colleagues
Willingness to put customers first coupled with the ability to balance customer and business needs
Able to focus on what can be done rather than what can’t be done
Excellent all round communication skills
High energy levels with the ability to work under pressure and to tight deadlines
Able to build positive and constructive relationships with key stakeholders
PC literate
This role will cover different shifts between the hours of 8am and 6pm during weekdays and including every other weekend. These times may vary during busier periods.
