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Customer Service Representative
2 months ago
Frasers Group is a leading retail company that is rethinking the retail experience through digital innovation and unique store experiences. We serve our consumers with the world's best sports, premium, and luxury brands globally.
Our mission is to build the world's most admired and compelling brand ecosystem, and our purpose is to elevate the lives of many with access to the world's best brands and experiences.
Job DescriptionWe are seeking a Customer Service Advisor to join our team in Shirebrook. As a Customer Service Advisor, you will be responsible for managing customer contacts through various channels, including web chat, social media, email, and telephony.
You will work independently and as part of a team, liaising with other parties such as stores, couriers, and the distribution warehouse to ensure that the customers' experience with Frasers Group is the best it can be.
Key Responsibilities:- Provide excellent and personable customer care to Frasers Group customers through all available channels.
- Work with the highest standard of verbal and written communication and utilise an agile and nimble approach to each customer's needs.
- Log, record, and resolve customer contacts and issues in an efficient and professional manner across all functions within Frasers Group.
- Take ownership of customer contacts and complaints and liaise with various departments, creating rapport with Store management and other Frasers Group functions to reach best resolutions and through that actively promote best practice.
- Take action on customer feedback to recover potentially lost customers and/or resolve concerns.
- Excellent written, verbal, and presentation skills.
- Passionate about providing exceptional customer service, going the extra mile to create positive experiences for our valued customers.
- Excellent PC literacy and a working knowledge of Microsoft packages.
- Ability to work well under pressure and multitask.
- Ability to pay close attention to detail and not scared to challenge the norm and think outside the box.
- Natural ability to work independently within an established team.
- Show respect to others in a positive manner and build strong working relationships.
- Strong team player and role model, capable of gaining trust from your team and peers.
- Enthusiastic, positive, resourceful, and resilient.
Along with our benefits package, we also offer a wide range of perks for our colleagues, including:
- Reward, Recognition, and Opportunities.
- Frasers Champion - Our employees are at the heart of our business, and we ensure individuals are recognised every single month for their hard work.
- Fearless By - October 2025, we want our share price to hit 10. If that happens for 30 or more consecutive trading days, all colleagues across the business will receive a bonus.
- Frasers Festival - an event like no other.
- CEO Sessions - Once a quarter, we offer 20 employees the opportunity to attend our 'CEO Sessions' ran by our CEO and leadership team.
- Retail Reconnect - In order to build the planet's most admired and compelling brand ecosystem, all employees must understand our business, product, and customers.
- Frasers Fit - Our Everlast Gyms Team are on a mission to make our workforce the best, and fittest on the planet.
- Retail Trust - We know that it's not just about physical health, mental wellness is equally important, which is why all of our employees get free access and support from the Retail Trust charity.
