Take ownership of customer service administration tasks to resolution. As a key team member of Customer Service team, the role holder’s key duties will be:
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Acquire all service order details, photographs and customer contact details, clarifying any queries before processing the service complaint.
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Raise the service matter on Case Management and follow through to the appropriate stages.
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Appoint technicians to inspect customer furniture where a fault has been reported.
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Review completed technician reports and update customers via email.
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Ensure all open cases and service issues are checked regularly and followed up within the SLA.
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Report to the after sales manager on recurring issues and ensure that appropriate measures are put in place to resolve these matters.
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Complete returns administration to ensure furniture is collected from retailers when required.
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Will consider Full Time hours 37.5 or part time – to be discussed with the hiring manager
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Fixed Term of 9 months – this is a temporary role to provide maternity cover.
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Attention to detail.
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Ability to input data accurately.
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Acts with integrity.
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Ability to navigate and extract data from I.T systems.
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A team player who leads by example.
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Calm and professional under pressure.
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Strong work ethic and willing to go the extra mile in time and effort.
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Looks to continuously improve processes to enhance the customer experience, * GCSE or equivalent (preferred)
Experience:
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Administration: 1 year (preferred)
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Customer service: 1 year (preferred)
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Bereavement leave
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Company pension
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Cycle to work scheme
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Employee discount
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Free parking
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Health & wellbeing programme
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Life insurance, * Bereavement leave
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Company pension
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Cycle to work scheme
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Employee discount
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Free parking
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Health & wellbeing programme
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Life insurance
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On-site parking
Schedule:
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Day shift
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Monday to Friday
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No weekends
Contact Detail:
Sofa Brands International Recruiting Team
