Sales Support Assistant

**About you** Capabilities Requires** - High level of both verbal and written communication skills - Exceptional attention to detail - Time management and prioritisation skills to successfully manage large workloads - Capable of demonstrating empathy - Experience in conflict resolution, ideally in a retail customer environment and able to process customer criticisms - Ability to work under pressure - Problem solving skills - Ability to nurture internal stakeholder relationships **Experience/Qualifications** - Full training provided but any experience of the below would be advantageous: - Use of internal stock/customer systems - Retail customer facing experience - Strong administrative background **About the role** As a Sales Support Assistant you will be responsible for handling customers queries and problems for customers that have ordered via the online website, or through the Group Support Centre web telephone sales channel. This is a 2nd Line support role so you'll be tasked with facing complex scenarios from customers - Customer facing tasks will include arranging re-selection of items for customers that may wish to adjust there order due to items not fitting, faulty or maybe just a change of heart. - Respond to customer questions regarding cancellations, giving customers all available choices - Negotiation on returns and dealing with request for "off site contracts" returns post delivery - Managing stock allocation, looking to allocate cancelled orders before goods arrive from suppliers - Managing sales documents including contacting customers to chase and secure outstanding documents - Managing complaints after escalation for issues such as late delivery, lost orders, poor comms, loan furniture and end to end resolution - Resolving clawbacks, looking to recover funds or stock - Outbound customer contact for website/product category failures affecting customer orders **About DFS** It takes a whole lot of passion to be at the centre of what makes a house feel like home — and that’s just what we do at DFS. We’re the leading sofa retail specialist in the UK, helping people find a comfy seat on their great quality sofas since 1969. We're a market leader in the UK because of one thing: our people. Our people made us who we are and will drive us into our ambitious future, together. We offer incredible opportunities to get stuck into fun and meaningful work as well as learn new skills — so you can really ‘find your thing’. We’re a family of individuals passionate about building a diverse and inclusive workplace. We love to celebrate and encourage our people to be their true selves. We do not discriminate based on race, religion, nationality, gender, sexual orientation, age, marital state, or disability status. Everyone is welcome **Benefits** We want you to really feel at home at DFS, with the support you need to do your best work, as well as a range of great benefits: - Retail Bonus Scheme - A huge 30% colleague discount, plus 15% friends & family discount across our Group (DFS, Sofology, Dwell) - Holiday allowance - the time you need to rest and relax (and the longer you’re with us, the more time you’ll get) - Enhanced maternity, paternity and adoption leave to give you the time you need to settle in with your new family member - Access to a range of high street & online discounts from: Sainsbury’s, ASOS, Currys PC World, IKEA, John Lewis and more. - Discounted Gym and Cinema memberships to help you unwind - Progression and Development opportunities to grow your skills - Group Pension Scheme - Group Sharesave Scheme - Life Assurance & Company Sick Pay Job Reference: DFS02828