At a Glance
- Tasks: Assist customers via phone, email, and live chat while solving queries and providing solutions.
- Company: Join Loaf, a leading UK brand known for comfy sofas and homewares.
- Benefits: Enjoy 25 days holiday, discounts, healthcare cash plan, and more!
- Other info: Dynamic work environment with a focus on inclusivity and personal growth.
- Why this job: Be part of a friendly team making a real difference in customer experiences.
- Qualifications: Previous customer service experience and excellent communication skills required.
The predicted salary is between 30000 - 40000 € per year.
At Loaf we make insanely comfy sofas, beds and homewares that help people lead more comfortable lives. Founded in 2008, Loaf has steadily grown each year to become one of the leading premium furniture and homeware brands in the UK. We now have 11 Shacks (stores to everyone else!), with more on the way. It's an exciting time to join an ambitious business.
The Job:
- Offer assistance to others and ask for help when needed
- Help with onboarding and buddying for new starters
- Working across telephone, email and live chat
- Help customers with sales queries, orders and order amendments, keeping other departments in the loop
- Keeping customers up to date with any product delays, handling queries and offering solutions
- Dealing with delivery failures and offering customers immediate advice and solutions in conjunction with the Deliveries team
- Providing advice, problem-solving and resolutions to customers who have experienced product issues
- Processing returns and exchanges
- Dealing with third-party furniture technicians to assess and complete repairs
- Monitor product quality issues and raise these with your manager
- Resolving all customer queries within the SLA
- Understand and comply with GDPR requirements
- Meeting daily interaction and quality targets
- Work proactively to deliver customer satisfaction scores (CSAT) to targets
We're looking for:
- Previous experience within a customer service role, ideally within a retail environment (experience of working within a premium brand would be amazing!)
- First-class communication and listening skills and the ability to adapt to individual customers
- The ability to work independently and show initiative
- Excellent attention to detail
- Resilience
- A patient and calm approach
- Target-driven with the ability to multitask
- A problem solver
And what about you? You’ll need to be warm, friendly, curious, and able to provide the knowledgeable, professional experience we offer all of our lovely Loaf customers.
Some Of Our Benefits:
- 25 days holiday, increasing by 1 day each year for 3 years, plus 8 days for bank holidays
- Enhanced family leave policy
- Staff and friends and family discount scheme
- Healthcare cash plan
- EAP programme
- Shopping discounts
- Cycle to work scheme
- Half a day for Christmas shopping
- Life Assurance - 4 times annual salary
What's it like working at Loaf? We are a forward-thinking, friendly bunch committed to building a fabulous company with brilliant people. The customer is at the heart of everything we do and we're always striving for better, more efficient ways to deliver to the highest standard. As a business, we're working really hard to be inclusive. No matter what identity or background, we want everyone to feel welcome in a place where we can all be ourselves. We'd love you to join us on our journey.
CX Conversation Agent - FTC (Maternity Cover) employer: Loaf (Loaf.com)
Loaf is an exceptional employer that prioritises employee well-being and growth, offering a vibrant work culture where every team member is valued. With generous benefits like 25 days of holiday, enhanced family leave, and a commitment to inclusivity, Loaf fosters an environment where you can thrive both personally and professionally. Join us in our mission to deliver comfort and quality to our customers while being part of a friendly and forward-thinking team.
StudySmarter Expert Advice🤫
We think this is how you could land CX Conversation Agent - FTC (Maternity Cover)
✨Tip Number 1
Get to know the company! Before your interview, dive into Loaf's values and products. This way, you can show off your knowledge and passion for their comfy sofas and homewares, making you stand out as a candidate who truly cares.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customers over the phone, email, and live chat, it’s crucial to be clear and friendly. Try role-playing with a friend to get comfortable with different customer scenarios.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experience where you turned a customer’s frown upside down. This will demonstrate your resilience and ability to handle tricky situations, which is key for the CX Conversation Agent role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace CX Conversation Agent - FTC (Maternity Cover)
Some tips for your application 🫡
Show Your Personality:When you're writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to be warm and friendly in your tone. Remember, we’re looking for someone who can connect with our lovely customers.
Tailor Your Experience:Make sure to highlight any relevant experience you have in customer service, especially if it’s within a retail or premium brand environment. We love seeing how your past roles have prepared you for this position, so be specific about your achievements!
Be Solution-Oriented:In your application, share examples of how you've solved problems or handled tricky situations in the past. We value resilience and a calm approach, so showing us how you’ve navigated challenges will definitely catch our eye.
Apply Through Our Website:We encourage you to apply directly through our website. It’s super easy and ensures your application gets to the right place. Plus, you’ll get to see all the other exciting opportunities we have at Loaf!
How to prepare for a job interview at Loaf (Loaf.com)
✨Know Your Stuff
Before the interview, make sure you understand Loaf's products and values. Familiarise yourself with their sofas, beds, and homewares, and think about how you can contribute to their mission of making lives more comfortable.
✨Show Off Your Communication Skills
Since this role is all about customer interaction, practice your communication skills. Be ready to demonstrate how you can adapt your style to different customers, whether it’s over the phone, email, or live chat. Remember, there’s no script!
✨Problem-Solving Mindset
Prepare examples of how you've successfully resolved customer issues in the past. Think about times when you had to deal with delivery failures or product problems, and be ready to share how you handled those situations effectively.
✨Be Yourself
Loaf values warmth and friendliness, so let your personality shine through during the interview. Show them that you’re not just a problem solver but also someone who genuinely cares about providing a great experience for customers.
