Customer Service Agent

5 days ago

Derby, United Kingdom Ted Baker Full time

**Where does this role fit within Ted's Team?**

The role of Ted’s Customer Service Agent is to be the front-line support for Ted Baker’s global customer and client base; by providing information, assisting customer enquiries, service/workflow knowledge and anything else Ted associated In addition to this be able to demonstrate capability in managing fluctuating workloads and adhere to personal communication KPI’s - alongside daily organisational tasks. Show proficiency and great customer experience in resolving customer facing communications and complaints through various channels within required SLAs.

5-day shift pattern: Monday - Sunday.
- Mon-Fri 9:00-17:30/11:30-20:00
- Saturday: 9:00-17:30
- Sunday: 10:00 - 16:00

**Main responsibilities**
- Navigating Ted Baker’s bespoke systems to manage customer online orders and product information.
- Deal with and remedy complaints in regards to Ted stores, customer issues and faulty goods - this is done via internal investigation and/or liaising with Ted’s retail teams.
- Daily interaction and communication with Ted’s customers, and more specifically our ecommerce and retail clients.
- Receiving and relaying order information, amending data, and fixing systematic or order issues when relevant.
- Liaise with and track status of orders through 3rd party courier companies to best advise Ted’s customers.
- Creating and processing telephone Ecom orders for Ted’s customers upon request.
- Checking of stock levels in multi-territory locations for customer requests to assist retail sales.
- Contact customers to ascertain data omitted on Ecom orders, or request how orders are to be modified and or investigated.
- Demonstrate knowledge of item product lines, online services, retail services, prices, delivery times, drop ship items, various marketing & promotional services, and similar data, as required.
- Assists Ted’s clients in Returns and replacements as well as processing of exchanges as needed.
- Perform other customer based assigned administrative duties required by the CS management team.
- Show competence in the navigation of Ted’s gift card and order management systems.
- Manage processing of incoming/outgoing mail/ correspondence to or from Customer Service.
**Personal traits**
- Excellent organization skills and strong attention to detail
- Strong sense of urgency and ability to meet deadlines.
- Excellent communication skills with retail background.

**Tools of the trade**

T**ed’s Core Competencies**
- Satisfy the needs of our **_customer_**, always
- Pursue growth and opportunities through **_initiative and proactivity_**
- Build open and **_honest_** relationships with clear **_communication_**
- Create a positive **_team_** environment, encourage **_collaboration_**
- Be proud, passionate, **_motivated,_** committed
- Take ownership, be **_accountable_**
- Encourage **_organisation_**, high standards and efficiencies

**Getting Green with Ted**

We are always looking for ways to reduce the amount of Carbon, Water and Waste that we produce as a business, and to add sustainability into every decision made within Ted Baker. Your role will incorporate reducing Ted’s impact on the Environment and you will be instrumental in helping us make the business that bit more sustainable.

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