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Your new role

You will be working as part of our Customer Service Department, dealing with customers through various types of mediums; i.e. inbound/outbound calls, email, web chat. You will ensure that every customer receives an effective and efficient experience. In order to deliver this experience, problem solving, communication skills and accuracy in absorbing the details and delivering information are key. You will deal with customers who have queries regarding orders, complaints, process new orders and process payments.

In this customer service role it is imperative that you can demonstrate good communication skills, and have a 'can do' attitude, with the ability to deliver the ultimate customer experience every time.

What you'll be doing

• Answer incoming calls in a professional manner and in accordance with DPA with the aim to resolve queries efficiently

• Answer calls efficiently in line with company SLA

• Process and respond to emails and general correspondence in an efficient & professional manner

• Progressing of held orders and any adhoc queries through to resolution by developing relationships with Customer

• Ensuring accurate notes are completed in line with customer interaction

• First time resolution offered everytime – ensuring the customer experience is not affected

• Positively represent the brand by promoting reviews and recommendations

• Liaise with relevant departments to ensure customers journey is progressed efficiently

• Adhering to company processes were necessary

• Adhoc and administration duties as and when required

• Support housekeeping duties

• To undertake any other reasonable tasks and duties as directed by your Line Manager

• Ensuring all tasks are fully completed by taking ownership

  
  

Skills/experience .....

• Who?

• A consistent, positive outlook

• An enthusiastic can-do attitude which inspires and motivates others

• A visible, team player committed to delivering world-class customer service

• The ability to fact-find, make well-judged decisions and think outside the box to solve customer problems

• Excellent interpersonal skills, organisational, motivating and influencing skills,

• Someone who thrives in a fast pace environment, with the ability to work under pressure while maintaining great attention to detail

• Strong commitment to meeting customer needs

• Working within Consumer rights and following the Sofology terms and conditions when resolving customer issues not relating to product faults or damage. (General Enquiries)

• You will deal with customers who require a higher level of support through to full and final resolution, ensuring that your customers satisfaction is the underpinning driver throughout the journey. (Regulatory & Social)

• You will be expected to collate failure points, lead peer to peer coaching and provide feedback to every business area with a view to close the skills gap/s across CS to prevent future complaints. (Regulatory & Social)

• Using the social platform, you will respond to positive/negative comments and interactions on all social media to protect the brand image. (Social)

• Working within Consumer rights and following the Sofology terms and conditions when resolving customer issues relating to product faults or damage. (Product Support)

• Responsible for Triaging, diagnosing and agreeing the right first time resolution for customer issues relating to product faults and damage (Product Support)

• Debiting any service visits completed due to supplier liability, working through any faulty goods and agreeing debit cost with supplier (Debitting)

• Holding suppliers accountable for all SLA breaches by debiting accordingly and in line with all Supplier SLA agreements (Debitting)

• Part ordering, tracking and SLA performance (Parts Team)

• Stock take and management of any in stock holding to ensure accuracy at all times (Parts Team)

• Distribution and tracking of any parts, Management of any parts that have not arrived, chasing ETA & reorder (Parts Team)

• Ensuring customers are contacted to arrange service visits as quickly and efficiently as possible (Technician within 5 working days) (Service Planning & Routing)

• Ensure store and depot visits needed are completed as efficiently as possible and all details are recorded correctly for debiting purposes (Service Planning & Routing)

• Planning & scheduling technician areas and weekly (Service Planning & Routing) v

• Exhibit a flexible approach to working on a rota basis and provide necessary cover where needed.

• Attend meetings as necessary to keep up to date with the latest technology and operating processes to support successful trading.

• To follow company policies and procedures as stated in the Company Staff Handbook.

• Any other ad hoc duties as and when required to support the needs of the business.

A little about sofology

We think choosing a new role and choosing a new sofa have a lot in common. Your old one feels comfy, you’re used to it, and you know exactly where you fit. But a new job - or a new sofa - holds so much potential. Pick the right one and you’ll never look back. You want to feel comfortable, but with enough going on to keep you right on the edge of your seat. Our team is always growing, and we’re constantly shuffling up on the sofa to make room for the newest member of the Sofology family.

Founded over 30 years ago, we’re true sofa specialists. So much more than just a piece of furniture, we know that a sofa is the one thing that truly turns our customer’s houses into homes.There’s a lot at stake when it comes to guiding our customers to make the right choice for them - that’s why our customer journey is unique in the sofa market. That means no ‘ends next Sunday sales.

Sofology benefits

• A great basic salary + Bonus

• 33 Days holiday + Length of service

• Your birthday off

• Pawternity Leave, Grandparent Leave, Volunteering day Leave

• Professional Qualifications

• Learning & Development, Next generation programme

• 30% discount across the group & 15% for friends & family

• High street Discounts with 100’s of great brands

• Contributory Healthcare

• Pension

• Your Lawyer

• Employee Assistance Programme for all colleagues & your household

• Enhanced Maternity & Paternity Pay

• Discuss flexible working & part time opportunities