At a Glance
- Tasks: Champion customer needs and deliver world-class service across all communication channels.
- Company: Join a family-run international brand known for exceptional kitchenware design.
- Benefits: Hybrid working, competitive pay, and opportunities for paid overtime.
- Other info: Dynamic team environment with opportunities for growth and training.
- Why this job: Make a real difference in customer experiences while developing your skills.
- Qualifications: Experience in customer service and strong communication skills required.
The predicted salary is between 40500 - 49500 £ per year.
Robert Welch Designs is known for exceptional design, quality, and functionality.
The family-run company is an international brand with an extensive range of award-winning kitchen knives and utensils, cutlery and other tableware.
Based
Vale Business Park, Evesham
Hours
37.5 hours per week – will include weekend working, either a Saturday or a Sunday.
Hybrid working pattern
our current in-office day is a Wednesday.
Additional office attendance will be required for training purposes, as needed.
Outline
You will primarily champion the needs of our customers within Robert Welch.
You will have excellent communication skills (written and verbal) and the ability to build strong customer relationships instantly via all channels of communication.
You will be required to maintain the delivery of a world-class customer service to our customers, ensuring speed and quality in every interaction.
You will strive to maintain good relationships with existing clients, gaining repeat business wherever possible.
We want our team members to be empowered to go above and beyond, exceeding customer expectations.
From time to time, and as directed by your line manager, you will be required to support other customer service representatives within the business.
Key Responsibilities
- General Telephone Reception
- Call answering, handling telephone orders, and call forwarding
- Daily Key Activities
- Handling high volumes of end user enquiries via all channels of communication
- Provide product aftercare, purchasing advice, and sales support
- Resolving queries & questions for all of your allocated inboxes in both
Re: Amaze and Outlook with speed and accuracy, using clear and accurate communication skills within the allotted SLA
- Resolving courier issues, liaising with our courier provider GFS on behalf of customers
- Respond daily to all Feefo & Trustpilot reviews
- Action Shopify Fraud Alert emails
- Action Amazon enquires within the SLA
- Action Retail Mail Order & Website Refunds
- Action Age Verification throughout the day
- Order entry, checking stock status, and taking telephone payments
- Monitor 'on hold' status orders in Net Suite
- Monitor & action RMA returns in Net Suite
- Monitor Age Checked pending customers in Net Suite
- Customer complaint resolution
- Timely resolution of complaints & customer issues
- Escalation of service product fault issues as needed
- Monitoring & resolving ecommerce and website issues
- Improving customer journey and conversions by feeding key improvement to the e-Commerce Team
- Liaising with other internal departments
- Liaising with the Stock Control Team
- Resolving stock issues and queries on behalf of customers
- Resolving customer product issues
- Escalating potential quality issues with the Manager of Quality Control
- Liaising with e-Commerce Team Raise any potential issue that may impact the customer experience with the relevant department
- Regular communication with Accounts & the wider Warehouse Team
You may be required to undertake additional duties across the business from time to time.
There may also be occasions where you are asked to work from an alternative location, as required by business needs.
- Knowledge, Skills & Experience
- Candidates should have experience in a similar role
- Passionate and enthusiastic about delivering world class customer service
- Computer skills and knowledge, ability to grasp new processes quickly
- Strong communication and influencing skills
- Proactive approach to servicing customers, ability to build relationships via all channels of communication
- Capable to work well under pressure
- Proven experience of complaint resolution
- Highly organised and accurate with a logical mindset with an excellent attention to detail
- Additional Requirements
During peak times you will be asked to work additional hours to help support the additional workload.
You may be required to attend occasional product training sessions.
Paid overtime or, time in lieu will be given for any overtime worked during busy periods.
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Customer Service Executive in Evesham employer: Robert Welch Products
At Robert Welch Designs, we pride ourselves on being a family-run company that values exceptional design and quality, creating a supportive work environment for our Customer Service Executives. Located in the picturesque Vale Business Park, Evesham, we offer a hybrid working pattern that promotes work-life balance, alongside opportunities for professional growth and development. Our commitment to empowering employees ensures that you can exceed customer expectations while enjoying a collaborative and dynamic team culture.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Executive in Evesham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Robert Welch Products. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Robert Welch Products before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Executive in Evesham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Robert Welch Products:Your cover letter is your chance to shine! Tell us why you want to work at Robert Welch Products specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Robert Welch Products!
How to prepare for a job interview at Robert Welch Products
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
