Customer Care Team Mate

2 weeks ago

NewcastleunderLyme, United Kingdom New Look Full time

**Overview**

**New Look prides itself on giving outstanding Customer Care to all its customers.**

**Our Customer Care team based in Weymouth speak to 10000 customers a week via our digital contact channels, we also help and support our internal store teams.**

**Customer Care Team Mate - Role Purpose**

**At New Look Customer Care, we’re committed to:

- **
- **Showing our customers that we genuinely care**:

- **Making it easy for customers to get answers to their questions**:

- **Adding value back into the wider New Look business**

**Through your conversations with customers, you’ll personally deliver our Care & Easy promise on a daily basis and contribute to the continued success of our Customer Care contact centre operation.**

**Accountabilities and Responsibilities**
- **Contribute to a fun and happy environment by doing your best for our customers every day and being an active member of the team**:

- **Treat our customers as your friends and make it easy for them the answers they need**:

- **Understand New Look processes and policies but recognise when you need to go over and above them in order to retain a customer**:

- **Aim to resolve customer queries at the first point of contact, anticipating any additional questions your customers may have wherever possible**:

- **Spot trends and serious/sensitive issues and escalate as appropriate**:

- **Take a genuine interest in customer feedback about the service you’ve personally provided and work with your Team Leader on any areas for improvement**:

- **Share ideas and suggestions to management and positively challenge things that cause issues for our customers**

**Experience and Skills**
- **Positive, happy disposition with some experience in a customer facing environment, not necessarily contact centre**:

- **Genuinely passionate about working with people; customers and colleagues**:

- **Willingness to put customers first coupled with the ability to balance customer and business needs**:

- **Able to focus on what can be done rather than what can’t be done**:

- **Excellent all round communication skills**:

- **High energy levels with the ability to work under pressure and to tight deadlines**:

- **Able to build positive and constructive relationships with key stakeholders**:

- **PC literate**

**This role will cover different shifts between the hours of 8am and 6pm during weekdays and including every other weekend. These times may vary during busier periods.

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