Senior Customer Service Representative

2 months ago

London, Greater London, United Kingdom AllSaints Full time

About the Role

We are seeking a highly skilled and experienced Senior Contact Centre Agent to join our team at AllSaints. As a Senior Agent, you will be responsible for handling complex customer inquiries and complaints, providing exceptional customer service, and leading by example with your service and professional behaviours.

Key Responsibilities

  • Respond promptly and professionally to customer inquiries through phone, email, live messaging, and social media.
  • Address and resolve customer concerns and complaints efficiently, cooperating with other departments and business partners to ensure customer satisfaction.
  • Support customers with order/return inquiries, store purchases, and after-care enquiries, maintaining an in-depth knowledge of our products, services, and launches.
  • Gather customer feedback and provide insights to improve our products and services, representing the voice of your customer and team.
  • Upsell and cross-sell products to customers based on their preferences and needs.
  • Act as a mentor to new starters and as manager on duty when necessary, supporting department projects as required.
  • Uphold the brand's image and values in every customer interaction, embodying our core values of Customer is the Boss, We Do What We Say We Will, We Are Responsible, and One Team.

Requirements

  • Previous experience in customer service contact centre roles.
  • Demonstrable experience in customer support by live chat, social media, email, and phone, resolving customer complaints with empathy, understanding, and patience.
  • Excellent communication and presentation skills, with a positive mindset and ability to build relationships with team and customers.
  • Great time management and multitasking skills, with experience using contact centre CRM systems.
  • Highly organised and self-motivated, with the ability to follow internal processes consistently to a high standard.
  • Business-level proficiency in English, with computer literacy in Office, Google Suite, and multiple platforms.

About AllSaints

We are a global fashion brand that values diversity, equality, and inclusion. We are committed to providing equal opportunities to everyone in our employment and recruitment processes, and we welcome applications from all qualified candidates.

What We Offer

  • A generous wardrobe allowance to wear our beautiful clothes to work each day.
  • Employee discount for you to spend with family and friends.
  • 30 days holiday increasing to 33 days after 2 years continuous service.
  • Some bank holidays, birthday, and volunteering days off.
  • Access to dental cash plan, Aviva virtual GP, and UNUM employee assistance helpline.
  • Financial wellbeing support, life assurance cover, and access to discounted gym membership and corporate discounts.
  • Hybrid working in our historic East London studios.
  • Enhanced maternity, paternity, and adoption leave.
  • Dedicated Mental Health support from our mental health first aiders.
  • Eye care vouchers, season ticket loans, and much more.

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