Customer Service Agent

4 weeks ago

Peterborough, United Kingdom Yours Clothing Limited Full time

**COMPANY STATEMENT**:
Yours Clothing is the UK’s best value plus size fashion retailer on the high street and online. We are growing at pace, with the additions of our menswear brand, BadRhino, stocking large size menswear and our Long Tall Sally brand, specialising in tall women’s clothing.

Our continued success comes from our entrepreneurial thinking and listening to our customers to deliver fashion products at the right price. Our environment is fast paced, ever evolving and full of excitement. Yours Clothing continues to expand and become the number one plus size fashion womenswear retailer in the UK whilst continuing to develop into new and exciting niche markets both in the UK and further afield.

**SCOPE OF ROLE**:
Protecting and enhancing revenue through delivering first class, timely customer service from all methods of customer contact. Working within a busy, vibrant department this role will encompass all aspects of ‘Front Line Customer Service’, including complaint handling, problem solving and management of online customer reviews.

**KEY RESPONSIBILITIES**:

- Message handling within agreed current service level delivering first-time resolution for customer queries in line with policies & procedures
- Handling incoming calls within agreed service level and standards with an aim of first-time resolution, delivering all the customer needs in line with Policies and procedures
- Return communications with customers within agreed timescales to ensure full resolution of customer queries and issues
- Investigating and escalating customer issues when appropriate to enable effective resolution and continuous improvement
- Utilising available systems for tracking, information gathering, troubleshooting and communication
- Liaise with internal departments and third parties such as couriers for resolution of customer issues
- Effectively handle any customer complaints through to resolution, ensuring all key stakeholders are informed
- Taking payments and issuing refunds taking all necessary steps to secure confidentiality of customer data at all times
- Day to day administration and system updates
- Contributing to the continuous improvement of customer service by suggesting and assisting with improvements in processes, procedures and ways of working and delivering customer communications

**KEY SKILLS AND ATTRIBUTES**:

- Customer service skills - relationship management and putting the customer first
- Problem solving and ‘can do’ approach
- Attention to detail - meticulous, thorough and right first time mentality
- Time management
- Ability to prioritise workloads
- Self-motivated and proactive approach to tasks
- Willing to learn and able to work under pressure
- A strong commercial outlook & keen business sense
- Excellent organisational skills
- Ability to work to tight deadlines
- Good English & communication skills
- Proven ability to work well within a team and to use own initiative
- Proven record of good attendance and flexibility
- An energy and enthusiasm to succeed
- Ability to adapt to frequent change within a high pressure environment

**_
Because of the changing nature of our business your job description will inevitably change. _**_You will, from time to time, be required to undertake other activities of a similar nature that fall within your capabilities as directed by management._

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