Customer Service Advisor

3 weeks ago


London, UK, United Kingdom Liberty. Full time

The clue’s in the name, this role is all about service. As a Customer Service Advisor, you will be the first point of call for many of our customers; impeccable communication skills are essential, along with having the ability to effectively deal with customer queries in a cool, calm and collected manner. If ‘dedicated’, ‘diligent’ and ‘decisive’ describe you down to a T, then Customer Services may just be the perfect place for you.



Customer Focus:

  • Replies to customer queries articulately, professionally and in a timely manner both in person and online.
  • Aims to provide an outcome with first-time response or face to face solution.
  • Provides consistent, accurate and helpful information to customers.
  • Ensures customer follow-up is completed within department SLAs and as necessary escalates complaints.


Standards:

  • Answers queries using accurate and appropriate language in all physical, verbal and written communications.
  • Completes processes efficiently and correctly, specifically transactions on POS or in AX Dynamics and when completing tasks in Zendesk.
  • Maintains high standards of organisation and compliance for all working areas, both front and back of house.


Service Excellence:

  • Liberty London ambassador for Customer Service to ensure exceptional quality of experience at all times.
  • Delivers outstanding impressions to develop lasting relationships with customers.
  • Proactively improves personal knowledge of Online and Flagship services, promotions, marketing and event activity.
  • Awareness of latest trends, competitor activity and best practice customer service.


Personal Qualities and Experience:

  • Customer Service within retail, hospitality or travel
  • Excellent verbal, aural and written communication skills
  • Professional and friendly interpersonal skills
  • Trusted to work with confidential and sensitive information
  • Genuine interest in Liberty London


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