At a Glance
- Tasks: Assist customers via phone, email, and live chat while solving queries and providing solutions.
- Company: Join Loaf, a leading premium furniture brand known for comfy sofas and beds.
- Benefits: Enjoy 25 days holiday, healthcare cash plan, and discounts for staff and family.
- Other info: Work in an inclusive environment with opportunities for personal and professional growth.
- Why this job: Be part of a friendly team dedicated to customer satisfaction and innovative service.
- Qualifications: Experience in customer service, excellent communication skills, and a problem-solving mindset.
The predicted salary is between 25000 - 30000 € 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 and ultimately win them over. There’s no script here!
- 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) in Nuneaton 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 such as 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 enjoying the support and camaraderie of a forward-thinking team.
StudySmarter Expert Advice🤫
We think this is how you could land CX Conversation Agent - FTC (Maternity Cover) in Nuneaton
✨Tip Number 1
Get to know the company! Before your interview, dive into Loaf's values and products. This will help you connect with the team 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 directly, try role-playing different scenarios with a friend. This will help you feel more confident and ready to tackle any query that comes your way.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you turned a negative situation into a positive one. This will demonstrate your resilience and ability to think on your feet.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re keen on joining the Loaf family right from the start!
We think you need these skills to ace CX Conversation Agent - FTC (Maternity Cover) in Nuneaton
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 in previous roles. We’re all about providing solutions to our customers, so showing us your problem-solving skills will definitely catch our eye!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
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. This will help you answer questions confidently and show your genuine interest in the brand.
✨Show Off Your Communication Skills
Since this role requires first-class communication, practice articulating your thoughts clearly. Think of examples from your past experiences where you successfully resolved customer queries or adapted to different customer needs. This will demonstrate your ability to connect with customers.
✨Be Ready to Problem-Solve
Prepare for situational questions that test your problem-solving skills. Think about times when you dealt with difficult customers or product issues. Highlight how you approached these situations calmly and effectively, showcasing your resilience and initiative.
✨Emphasise Your Team Spirit
Loaf values collaboration, so be ready to discuss how you've worked with others in previous roles. Share examples of how you’ve helped onboard new team members or collaborated with different departments to enhance customer satisfaction. This will show that you're a team player who fits well with their culture.
