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- Tasks: Assist customers via phone, email, and live chat, resolving queries and ensuring satisfaction.
- Company: Join Loaf, a leading UK brand known for comfy sofas and homewares.
- Benefits: Enjoy 25 days holiday, healthcare cash plan, and staff discounts.
- 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 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
Contact Detail:
Loaf Recruiting 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 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 various channels, try role-playing different scenarios with friends or family. This will help you feel more confident and ready to tackle any customer query that comes your way.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you've turned a negative situation into a positive one. This will demonstrate your resilience and ability to keep customers happy, 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, it shows you're keen on joining the Loaf team and ready to contribute to their mission of delivering top-notch customer service.
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 all about comfort here at Loaf, so make sure your application reflects that vibe.
Tailor Your Experience: Make sure to highlight any customer service experience you have, especially if it’s in a retail or premium brand setting. We love seeing how your past roles have prepared you for this position, so connect the dots for us!
Be Clear and Concise: While we appreciate creativity, clarity is key! Keep your application straightforward and to the point. Use bullet points if it helps, and make sure we can easily see how you meet our requirements.
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 – just follow the prompts and you’ll be on your way!
How to prepare for a job interview at Loaf
✨Know Your Stuff About Loaf
Before the interview, take some time to really understand what Loaf is all about. Familiarise yourself with their products, values, and customer service approach. This will not only help you answer questions more confidently but also show your genuine interest in the brand.
✨Show Off Your Customer Service Skills
Since this role is all about helping customers, be ready to share specific examples from your past experiences. Think of times when you resolved a tricky situation or went above and beyond for a customer. This will demonstrate your problem-solving skills and ability to adapt to different situations.
✨Practice Active Listening
During the interview, make sure to listen carefully to the questions being asked. This will help you provide thoughtful responses and show that you value communication. You might even want to practice summarising questions back to the interviewer to ensure you’ve understood them correctly.
✨Be Yourself and Stay Positive
Loaf is looking for warm and friendly individuals, so don’t be afraid to let your personality shine through. Approach the interview with a positive attitude, and remember that it’s as much about them getting to know you as it is about you showcasing your skills.