Customer Service Representative

4 weeks ago


Chandler's Ford, United Kingdom Draper Tools Full time

About the Role

We are seeking a highly skilled Customer Service Advisor to join our Customer Service department at Draper Tools. As a Customer Service Advisor, you will be responsible for providing exceptional customer experiences at all touch points, ensuring all incoming calls and emails are responded to promptly and professionally.

Key Responsibilities

  • Support customers with a diverse range of queries either by phone or email, with an aim to always exceed expectations.
  • Take ownership to manage queries from investigation to resolution, and escalate issues when required.
  • Increase customer satisfaction and loyalty by dealing with queries effectively and efficiently in a polite and professional manner.
  • Use product and company knowledge to resolve issues within specified SLAs.
  • Process manual orders when required.
  • Provide support and assistance to Area Sales Managers.

Requirements

  • Experience of working in a similar role.
  • Adaptable team player who is passionate about delighting customers.
  • Polite, friendly and professional.
  • Confident on the telephone.
  • Excellent customer engagement and communication skills.
  • A proactive approach to problem solving.
  • Great eye for detail.
  • Organised and structured approach to workload.
  • Able to work effectively in a fast moving, ever changing environment.
  • A focus on quality with a desire to go the extra mile.
  • Experience of using an email ticketing system is preferable.
  • Good IT skills, experience of using MS Office.

About Draper Tools

Draper Tools is a family business with a rich history, a strong, supportive 'family culture' and a passion for continuous improvement. We believe everyone can make a difference, we value opinions, we embrace new ideas and take a collaborative and proactive approach to change.

We promote a friendly, positive and inclusive team culture so come and make a difference joining us as a Customer Service Advisor within our Customer Service department. In this role you will be providing Draper Tools customers with an exceptional customer experience at all touch points, ensuring all incoming calls and emails are responded to promptly and professionally.

Benefits

  • Full-time hours with some flexibility on start and finish time.
  • Holidays rising to 25 days with the ability to purchase additional leave.
  • Pension scheme.
  • Private health scheme.
  • Staff discount on Draper products with significant savings available.
  • Long service bonus.
  • Ad-hoc rewards and recognition.
  • Day off for your birthday.
  • Cycle to Work Scheme.
  • Employee discount scheme - discounts on gym memberships, groceries, holidays and more.

What We Offer

We offer a range of benefits to our employees, including full-time hours, holidays, pension scheme, private health scheme, staff discount on Draper products, long service bonus, ad-hoc rewards and recognition, day off for your birthday, cycle to work scheme and employee discount scheme.

How to Apply

If you are interested in this position, please click the link to our Applicant Tracking System where you will be able to apply for the role.



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