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After Care Specialist
3 months ago
Experienced After Care Specialist required for a contract role from September 2024 to January 2026.
Join a world leading premium brand Who sell & manufacture unique, innovative products to top retailers including John Lewis, Bensons for Beds, Debenhams, Dreams, and Furniture Village. With a robust online presence and their own stores.
Purpose of the Role:
The After Care Specialist is tasked with providing exceptional Customer care and advice for newly delivered products, focusing on reassuring consumers considering returns. This outbound call-focused role involves following up with customers post-delivery to ensure satisfaction. Additional responsibilities include managing customer feedback on social media and Trustpilot, requiring excellent communication skills.
Key Responsibilities:
- Answer phone calls and respond to customers via the chat function.
- Effectively solve customer challenges and problems.
- Maintain and update accurate notes on D365.
- Troubleshoot and problem-solve.
- Communicate with internal departments as needed.
- Manage concerns regarding delivery faults.
- Process return requests for both consumers and retail.
- Manage returns, ensure refunds are raised, and delete orders from D365.
- Handle inbound and outbound customer feedback.
- Respond to Trustpilot reviews and social media comments.
- Chase refunds for consumers.
- Handle ad hoc duties.
Knowledge, Skills, Experience, and Profile:
- Provide first-class customer service by directly and honestly communicating with customers, understanding their needs.
- Organised and self-efficient.
- Outstanding verbal and written communication skills.
- Adaptable and open to change and progression.
- Skilled in understanding, prioritising, escalating, and resolving customer issues.
- Great attention to detail.
- Excellent problem-solving skills.
