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Customer Experience Coordinator

2 months ago

Lane Head, United Kingdom Sofology Full time
About Sofology

We're a dynamic and innovative company that's passionate about delivering exceptional customer experiences. Our team is dedicated to crafting an unrivalled sofa experience that leaves our customers and colleagues in awe.

Job Summary

We're seeking a highly motivated and customer-focused individual to join our team as a Delivery Arranging Advisor. As a key member of our customer service team, you'll play a vital role in ensuring our customers receive an exceptional experience from start to finish.

Key Responsibilities
  • Arrange deliveries within specific timeframes to meet customer expectations
  • Assist customers with their MySofology accounts and resolve any issues that may arise
  • Remind and clear down any remaining balances on customer accounts
  • Build and maintain relationships with our Customer Care team, warehouses, and Supply Chain teams
  • Manage difficult conversations to resolution and provide an unrivalled customer experience
  • Treat customers and colleagues like family, offering a personal touch with every interaction
  • Take ownership of customer accounts and see their journey through to the end
  • Provide an exceptional customer experience across all channels, including telephone, email, and webchat
  • Resolve queries efficiently and in line with agreed SLAs and KPIs
  • Process and respond to emails and general correspondence in an efficient and professional manner
  • Ensure accurate notes are completed in line with customer interaction
  • Ensure all tasks are fully completed by taking ownership
Requirements
  • A true passion for delivering exceptional customer experiences
  • Able to demonstrate a passion for delivering an unrivalled customer experience
  • Embracing our 'Glow or Grow' mindset and able to work to deadlines by prioritising workload
  • No prior telephone experience required, but a willingness to learn and adapt
About Us

We're a fun and inclusive company that values our people and strives to create a workplace where everyone feels at home. We're proud of our Sofologists, who roll out the red carpet to each and every one of our customers, forever working together to be bold and ambitious.