Customer Service Advisor

6 months ago


Leeds, United Kingdom ghd hair Full time

Job Advert

**ABOUT THIS ROLE**

This role will directly contribute to profitable growth & the delivery of financial targets for the UK and Ireland.

‘’UK and Ireland’’ is the largest and most developed markets for ghd. It is a critical territory for the sustainability of the brand at a global level. Consequently, the Customer Service Advisor plays a key part within the organisation.

The Customer Service Advisor - Consumer will aspire to provide the highest standard of Customer Service is achieved and executed with excellence and leads best in class examples as a flagship market.

**JOB ROLE AND RESPONSIBILITIES**
- Foster a culture of creativity and excellence
- Role model and champion the 5Cs framework, be Collaborative, Creative, Courageous, Connected, Committed
- Provide an outstanding service experience to all ghd customers on all contact channels
- Taking payments and placing orders with our Salon’s, providing expert knowledge on products, features, and benefits
- Aim to resolve all customer queries on a ‘first contact resolution’ basis whilst maintain high quality standards and expectation
- Maintain a customer first approach, putting the customer at the heart of our decisions and ensuring our service matches the quality of our products
- Always adhere to data protection and GDPR policies, ensuring that customer data is protected and secure
- Achieve and maintain personal KPI’s and department services levels
- Effective and clear communication both written and verbal, ensuring the brand voice is maintained across all communication channels
- Accurately maintain and update customer profiles and information as required
- Undertake training related to the role, including but not exhaustive: Product awareness, trading standards, product testing, legal knowledge, and objection handling
- Other duties as required by your Customer Service Team Leader or Customer Quality & Experience Manager

**KEY SKILLS & ATTRIBUTES**
- Experience working in a Contact Centre or retail environment
- Excellent written communication skills, with good spelling and grammar
- Professional telephone manner and great listening skills, with the ability to empathise, objection handle and problem solve
- A positive outlook with a ‘right first time’ mentality towards customer, colleagues, and process
- Computer literate, with experience in MS office and other Customer Service solutions / programs
- Self-motivated, passionate, empathetic individual with a positive attitude, “can do” approach and entrepreneurial growth and ‘anything is possible’ mindset
- Resilience and Agile to the dynamic nature of the ever-changing market and business needs
- Strong organisational skills, an eye for detail and ability to juggle multiple projects and ability to multitask under pressure in a fast-paced environment
- Demonstrate ownership and accountability, can give examples of taking measured risks to achieve results
- Enthusiastic, energetic outgoing, determined to win
- Act with transparency and integrity
- Create a climate of inclusion and diversity
- Actively live and breathe the ghd brand
- UK based with the ability to travel within UK/ROI without restrictions.



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