Live Chat Representative

2 weeks ago

Doncaster, United Kingdom Strata Full time

**Role**: Live Chat Representative

**Department**: Sales

**Site**: Site and home based

**Working hours**: 40 hours per week including weekends and alternative shift patterns

**About Strata**

Founded in 1919, we have over 100 years’ experience designing and building quality, contemporary new homes. We are a unique brand synonymous with contemporary design, innovative marketing, and exemplary levels of customer service. From the house type range, the web-driven sales process, to the show home experience and personalisation options coupled with absolute adherence to quality: we are truly focused on exceeding customer expectations. We are delighted to have been awarded ‘The Best Place to Work’ in the UK at the UK Business Awards 2019.

**Overall Purpose of the Role**

The Live Chat Representative will be responsible for delivering an exceptional customer experience to each of our valued customers whilst effectively communicating a consistent brand message.

Supporting the Customer Experience Managers, the Live Chat Representative will provide excellent customer service to our customers by answering online enquiries promptly and professionally. You will provide information to our customers about our live and upcoming developments as well as providing overall guidance.

The Live Chat Representative will build strong relationships with our Customer Experience Managers and Customers and support our Sales team as and when required.

**Responsibilities of the Role**
- Work closely with the Customer Experience Managers and Strata to gain knowledge on existing and future developments
- Use initiative to be able to match the customers needs to their Strata home (being aware of development locations, having the knowledge of local areas and house type pricing)
- Provide excellent customer service to our customers
- Negotiate and influence to achieve sales targets
- Guide customers through all aspects of the journey (including build timescales, optional extras, house type drawings and assisting them through the purchasing and handover process)
- Effectively communicate a consistent brand message
- Effectively manage the onsite database
- Collate and evaluate market research for the Sales Management team
- The ability to work to and achieve targets set
**Qualifications**

Essential
- 5 GCSE’s (A*-C)
- A full driving license and access to own vehicle
Desirable
- A-Levels
**Skills and Experience**

Experience

Essential
- Experience of using MS Office package
- Experience in using different IT systems
- Experience in working towards targets
Desirable
- Experience in a similar role

**Skills**:

- Able to build strong relationships
- Ability to work under pressure and to tight deadlines
- Excellent listening and communication skills
- Ability to work independently and as part of a team
- Excellent customer service skills
- Negotiating and influencing skills
- Ability to organise and prioritise workload
- Flexibility in working hours

**Job Types**: Full-time, Permanent

**Salary**: £22,000.00-£24,000.00 per year

Additional pay:

- Yearly bonus

**Benefits**:

- Work from home
Schedule:

- 8 hour shift
- Weekend availability
**Experience**:

- customer service: 1 year (preferred)

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