Customer Service Advisor

6 months ago

Didcot, United Kingdom OKA Full time

Founded over 20 years ago by three entrepreneurialwomen with a passion for beautiful, practical and comfortable homes, OKA ismore than a furniture and homeware retailer: it is a love affair with livingwell.

We inspire people to confidently create a homethat reflects their personality, a space where nothing should be too preciousor perfect to be enjoyed with family and friends. British-born, today wehave 13 stores across the UK and are excited tohave recently opened our third store in the US an established Interior Designand Trade business, a mail-order service and a thriving website.

We are currently looking to recruit a full-time Customer ServiceAdvisor to support our Customer Service Team, based at our office in Didcot,Oxfordshire.

We operate a hybrid working model: three or more days from theoffice, the remainder of the week from home.

ABOUT US

We know the best work is done by people who enjoy their jobs, sowe create a fun and nurturing environment where everyone feels valued and isable to thrive. We are looking for an agile and proactive Customer Service Advisorwith a positive attitude and entrepreneurial spirit who can help us nurturethis company culture.

Reporting directly to the Head of Customer Service the Customer ServiceAdvisor is responsible for providing best-in-class customer service support toOKA customers.

KEY RESPONSIBILITIES
- Providing support to customers in real time on the OKA website via live chat platform
- Full ownership of customer enquiries including the provision of positive and proactive solutions to issues
- Replying to calls, written communication and web queries in accordance with service level agreements
- Providing feedback on customer comments and issues to wider Customer Service team
- Taking ownership of and completing a variety of administrative tasks related to Customer Support
- Taking card payments over the phone and processing these accurately and securely
- Recording and escalating complaints received on customer accounts
- Note recording on customer accounts and finance records to ensure they accurately reflect current status
- Reviewing accounts and referring to Finance or Tech teams where necessary

ABOUT YOU
- Previous customer collections or customer service experience
- Experience in managing customer accounts and databases
- High levels of energy and enthusiasm and willingness tolearn
- Computer literate with good Excel and Outlook competency
- Excellent telephone collection skills and aptitude formanaging challenging customers
- Excellent time management and organisational skills
- Self-motivated with the ability to take ownership ofprescribed workload
- Ability to prioritise workload dependent on the businessrequirements
- Excellent communicator, especially telephone manner:professional, clear, positive, upbeat, patient and friendly
- Excellent written communication skills, particularly letterwriting
- Good numeracy
- High levels of accuracy and attention to detail
- Commercial awareness
- Acreative, problem-solving spirit
- Passionfor the OKA brand

OUR BENEFITS PACKAGE
- 33 days holiday(including bank holiday entitlement), plus Length of Service increases
- Day off for yourbirthday
- BUPA Health CashPlan
- Generous staffdiscount: 45% rising to 65% following 1 year of service
- EnhancedMaternity Pay
- EmployeeAssistance Programme
- Eligibility for adiscretionary company Bonus Scheme
- Discounts on60+ UK retailers via My OKA benefits platform
- Plus a suite ofadditional employee benefits including Company pension scheme, life assurance cover,free eye tests, cycle to work scheme, interest free travel loans, socialevents, online wellbeing centre and more.

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