Customer Service Advisor

2 months ago

London, United Kingdom Sofa.com Full time
Customer Service Advisor - Trade - London

Company Description

Frasers Group started as a small store in Maidenhead in 1982 and from there, grew to become a global powerhouse. We are now a collection of the world's most iconic brands.

We're reimagining retail and believe the higher the risk, the greater the reward. We've never been afraid to push forward and change the way the industry operates, diversifying our portfolio and elevating stores. We're not sitting back - there's no room for hesitation.


Job Description

We are looking for a talented, driven and versatile individual who relishes working collaboratively to deliver exceptional customer service to join our trade customer service team working in our Chelsea offices.

As a member of our trade team, your focus will be to provide excellent end-to-end service to some of our key customers. You will have experience in customer service dealing with large ticket items, preferably in an B2b position and ideally dealing in interiors. You will be confident in dealing with customers in an efficient and courteous manner, ensuring their queries are acknowledged and dealt with effectively. You will also need to provide aftercare and manage relationships with clients over a long period of time.

You will be a brand ambassador, always representing sofa.com at the highest level.

  • Provide an end-to-end service for our design customers, from initial conversations and quoting, through to processing orders and aftercare.
  • Answering customer queries regarding their orders ensuring they are informed of timelines and that you are managing expectations.
  • An in depth understanding of the importance of customer care, ensuring the customers experience is stress free. Being proactive when addressing issues so they continue to feel valued and their overall experience is a positive one.
  • Stay up-to-date with existing and new products within the business.
  • Liaise with Retail Operations, Manufacturing and Logistic Teams to ensure best customer service and joined up customers experience.
  • Office admin tasks as and when required (arranging couriers, filing, record keeping, forwarding communication, etc.)

Qualifications

  • Excellent communication skills and ability to tailor approach to each individual.
  • Experience in a customer service role, communicating via phone and email.
  • Have a positive 'can do' and proactive attitude.
  • Be fluent in English and have an excellent standard of written and spoken communication.
  • Be enthusiastic and dedicated to providing excellent customer service.
  • Have strong organisational skills and the ability to prioritise tasks.
  • Work well on your own and as a part of a team.
  • Be fully computer literate with experience using Office software

We are recruiting for full-time role, Monday-Friday 09.00-17.30.



Additional Information

An opportunity like this at Frasers is for the fearless. The potential is massive, the experience unrivalled. To be able to make the most of it you need to live and breathe our principles:

  • Think without limits - Think fast, fearlessly, and take the team with you.
  • Own it and back yourself - Own the basics, own your role and own the results.
  • Be relevant - Relevant to our people, our partners and the planet.

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