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Customer Service Representative

2 months ago

Chandler's Ford, United Kingdom Tate Full time

Job Title: Customer Service Executive
Location: Winchester - Office based
Salary: £25,000 - £27,000 per annum
Contract: Full-time, Permanent

About the Role:
We're seeking a dedicated Customer Service Executive to join our dynamic team. As the friendly voice our customers rely on for support, you'll help them with inquiries, returns, and resolving issues efficiently, ensuring every interaction is smooth and professional.

Key Responsibilities:

  1. Customer Communications: Engage with customers via telephone, email, live chat, and the help centre, resolving inquiries and issues promptly.
  2. Return & Refund Management: Process return requests swiftly, collaborating with the Finance team to ensure credits and refunds are handled within agreed timelines.
  3. Complaint Resolution: Handle customer complaints with care, making sure each one is resolved promptly and effectively, prioritising the customer's needs.
  4. Order Management: Ensure replacement orders are processed with urgency, delivering on the client's promises every time.
  5. Problem Solving: Identify recurring issues and collaborate with management to implement improvements, ensuring everyone is always moving forward.
  6. Team Collaboration: Build strong relationships with internal teams to ensure a seamless customer experience from start to finish.
  7. Continuous Improvement: Actively seek and share customer feedback, contributing to the ongoing enhancement of products and services.
  8. Product Knowledge: Stay informed about new products and services, ensuring you're always ready to assist customers with the latest information.
  9. Additional Duties: Support your team with any other tasks as directed by the Customer Service Supervisor.

What We're Looking For:

  1. Experience: Previous experience in a customer service role is essential, with a background in luxury retail being a bonus.
  2. Attitude: A positive, patient nature and a true passion for customer service. You'll be someone who thrives on building strong relationships with customers.
  3. Problem-Solving: Strong judgement and problem-solving skills are key. You'll need to think on your feet to find solutions that work for both the customer and the business.
  4. Calm Under Pressure: The ability to stay calm, multitask, and prioritise in a fast-paced environment is essential.
  5. Conflict Management: Skilled in managing difficult conversations with tact and empathy, always reassuring the customer.
  6. Attention to Detail: High attention to detail and excellent organisational skills are a must.
  7. Communication: Exceptional written and verbal communication skills, with experience in handling international customers being a plus.
  8. Tech-Savvy: Experience with CRM systems like Zendesk, and proficiency in Microsoft Word and Excel. Familiarity with sales order processing and systems such as SAP, Sage, or Datafile is advantageous.
  9. Team Player: A collaborative spirit, always ready to support colleagues across departments to ensure customer satisfaction.

Why Work with Us:
Tate values every team member and strives to create a supportive environment where you can grow your skills. With a competitive salary, a supportive team, and plenty of opportunities to make a real impact, this role has scope to develop within. Excellent benefits and free parking are also available. An interest and passion in design and interiors is advantageous.

Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, and we encourage you to apply early to avoid disappointment.

Tate is acting as an Employment Business in relation to this vacancy.

Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application.