At a Glance
- Tasks: Deliver exceptional customer service across multiple channels and resolve queries with confidence.
- Company: Join a sustainable reCommerce company focused on transforming the way we reuse and recycle.
- Benefits: Competitive salary, supportive team culture, and opportunities for personal growth.
- Other info: Dynamic environment with a focus on collaboration and continuous improvement.
- Why this job: Be the first point of contact, making customer experiences memorable and impactful.
- Qualifications: Experience in customer-facing roles and strong communication skills are essential.
The predicted salary is between 25000 - 30000 € per year.
Requirements
- Experience in a customer-facing role, ideally across more than one contact channel
- Confident communicator (written and verbal) who can adapt tone and approach to different customer needs
- Ability to multitask and manage multiple platforms and contact types simultaneously
- Strong problem-solving mindset with a focus on getting it right first time
- Empathetic, resilient and calm under pressure
- Tech-savvy and comfortable learning new systems and tools
- A collaborative team player with a positive influence on team culture
- (Desirable) Experience working in a multichannel or contact centre environment
- (Desirable) Knowledge of CRM or customer case management systems
What the job involves
Our Customer Engagement Centre (CEC) is at the heart of delivering exceptional experiences for our customers. We're the team that guides people through selling their vintage, valuable and unique items, making it simple, reassuring, and genuinely enjoyable. Based in Leeds and supporting Vintage Cash Cow’s mission to transform reCommerce with a focus on reuse, recycling and sustainability, the CEC team plays a huge role in helping us scale responsibly.
The Multichannel Engagement Team Advisor is a newly created role designed to elevate our customer experience across a variety of contact channels, including inbound and outbound phone, email, webchat, and more. You’ll be the first point of contact for our customers, handling a wide range of queries with confidence, clarity, and empathy. Reporting into the Multichannel Engagement Team Leader, you’ll work across several systems and platforms, contributing to seamless service, fast resolutions, and meaningful customer connections.
Getting Started…
You’ll quickly get up to speed with our products, services, systems, and tone of voice. You’ll learn how each contact channel works, shadow our most experienced advisors, and begin taking live queries with support.
Establishing Your Impact…
Once settled, you’ll confidently handle a wide range of enquiries across multiple platforms. You’ll be resolving issues end to end, spotting recurring themes, and sharing insights that help us improve the overall customer journey.
Driving Excellence…
You’ll become a trusted multichannel specialist, delivering accurate, efficient, and friendly support that customers genuinely remember. You’ll champion quality, consistency, and continuous improvement as we build out this new function.
Key Goals & Objectives:
- Deliver exceptional customer service across all channels, achieving high satisfaction and accuracy benchmarks
- Resolve customer enquiries end-to-end, aiming for first-contact resolution wherever possible
- Maintain accurate logging and documentation in all systems, meeting data protection and quality standards
- Collaborate effectively with internal teams to solve complex issues and share knowledge
- Identify patterns in customer feedback, proposing improvements to enhance experience and reduce friction
- Contribute to team culture by supporting peers, sharing learnings, and helping embed new tools and processes
- Respond to customer enquiries across phone, email, webchat, and other channels
- Provide clear, accurate and friendly information about VCC’s products, services and processes
- Take ownership of customer issues, ensuring full resolution and escalating only when essential
- Work collaboratively with teams across the business to solve complex cases
- Log all interactions accurately, adhering to GDPR, data protection, and internal quality standards
- Flag recurring issues, process gaps or opportunities to improve the customer journey
- Navigate and switch between multiple systems and platforms with confidence
- Support new team members by sharing knowledge and contributing to a positive, collaborative environment
- Adapt quickly to new tools, systems and processes as the team evolves
- Use conflict resolution techniques to prevent and de-escalate complaints
Multichannel Customer Advisor in Leeds employer: Deepstreamtech
At Vintage Cash Cow, we pride ourselves on being an exceptional employer, offering a vibrant work culture in Leeds that champions sustainability and customer engagement. Our Multichannel Customer Advisors play a pivotal role in delivering outstanding service across various platforms, with ample opportunities for personal growth and development within a supportive team environment. Join us to be part of a mission-driven company that values innovation, collaboration, and the well-being of both our employees and customers.
StudySmarter Expert Advice🤫
We think this is how you could land Multichannel Customer Advisor in Leeds
✨Tip Number 1
Get to know the company inside out! Research Vintage Cash Cow and their mission. This will help you tailor your conversations and show that you're genuinely interested in what they do.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customers across various channels, try role-playing different scenarios with friends or family to boost your confidence and adaptability.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you resolved issues effectively. Be ready to share these during your interviews to demonstrate your capability.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen to join our team at the Customer Engagement Centre.
We think you need these skills to ace Multichannel Customer Advisor in Leeds
Some tips for your application 🫡
Show Off Your Customer Skills:Make sure to highlight your experience in customer-facing roles. We want to see how you've handled different contact channels and adapted your communication style to meet various customer needs.
Be Clear and Confident:When writing your application, use a confident tone. We’re looking for someone who can communicate clearly and effectively, so let your personality shine through while keeping it professional.
Demonstrate Problem-Solving Prowess:Share examples of how you've tackled challenges in previous roles. We love a strong problem-solver, so show us how you’ve resolved issues and improved customer experiences in the past.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and get you started on this exciting journey with StudySmarter.
How to prepare for a job interview at Deepstreamtech
✨Know Your Customer Channels
Familiarise yourself with the different contact channels mentioned in the job description. Be ready to discuss how you’ve successfully handled customer queries across phone, email, and webchat in previous roles. This shows you understand the multichannel aspect and can adapt your approach accordingly.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've resolved customer issues effectively in the past. Highlight instances where you achieved first-contact resolution and how you maintained a calm and empathetic tone under pressure. This will demonstrate your strong problem-solving mindset.
✨Emphasise Team Collaboration
Since the role requires a collaborative team player, think of examples where you’ve contributed positively to team culture. Discuss how you’ve supported peers or shared knowledge in previous jobs, as this aligns with the company’s values and goals.
✨Be Tech-Savvy and Adaptable
Brush up on any CRM or customer case management systems you’ve used before. Be prepared to discuss how quickly you can learn new tools and systems, as well as your experience navigating multiple platforms simultaneously. This will show that you’re ready to hit the ground running.
