Job Description
Job reference
TCC000224
Date posted
15/05/2023
Application closing date
06/06/2023
Location
Hybrid / Norwich Office
Salary
£23,388.60
Package
Excellent Benefits
Contractual hours
39.5
Basis
Full time
Job category/type
Blank
Customer Care Senior Advisor JD 15.05.23.docx
Senior Customer Care Advisor
Job description
The Customer Care team covers all customer queries and issues between a customer placing an order and receiving their items. The Senior Advisor role is responsible for assisting the Team Leader in the day-to-day management of the Customer Care Advisors, preparing, and distributing administrative tasks and resolving Customer Complaints.
This role will also be responsible for assisting with Advisor duties – namely dealing with all queries via phone, email, and live chat. They will be expected to assist customers with queries relating to order lead times, delivery queries, payment queries and order amendments. They will also be responsible for handling contact from customers who have received their products and wish to report an issue or complaint relating to their furniture or any part of their delivery experience.
Key Duties and responsibilities
- Ensuring all CC duties are carried out, including but not limited to the following:
o Fraud Prevention Checks
o Finance agreement Management
o Stock Delay Updates
o Delivery Complaints
o Order and delivery inquiries
o Cross departmental communication.
o Complaint Management
o Liaising with Vulnerable customers
- Support customers in a sincere, reassuring, and effortless manner, ensuring they leave every interaction with us knowing they have been listened to and helped by answering customer contacts via telephone, email and live chat within targeted times.
- Providing knowledgeable and accurate levels of information to customers regarding progress of their order and/or delivery
- Work with customers to bring delivery and product issues to a conclusion satisfactory to all parties
- Work closely with the logistics and warehouse teams to solve delivery issues and product issues
- Deputise for the Team Leader in their absence, delegating work to the advisors within the Team and ensuring continuation of the expected service level whilst striving for department targets.
- Work seamlessly with the Complaints team to ensure escalations are handled without any loss in the customer experience.
- Assist Team Leader and other Senior Advisors with administrative tasks when needed.
- Acting as a source of knowledge and advice for the rest of the Customer Care team
- Have a proactive approach to Complaint management. De escalating Complaints that arise as an escalation through the Team, Trust Pilot and social media and ensure escalations are handled without any loss in the customer experience.
- Act as a point of contact for Customer Care Advisors to ensure that they feel supported to do their role to the best of their ability.
General Responsibilities:
- To demonstrate and support a commitment to Equal Opportunities, diversity, and customer care in accordance with established good practice and guidelines.
- To ensure that own personal performance and knowledge are continuously assessed for improvement.
- To have up-to-date knowledge of H&S working directives and good practice. Awareness of own health and safety and how it may affect others in the workplace. Report any health and safety concerns to your line manager or Health and Safety Officer.
- Handling sensitive information and payment details in a confidential and GDPR-compliant manner
- To be a positive member of the team who is a role model for your team, and the wider departments, behaviour, championing proactivity and a solutions-based attitude to work
- To always promote the company and the work of the team in a positive manner.
Key Deliverables
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- Working closely with the Team Leader to ensure that all department service standards are met
- Ensuring that all telephone calls and live chats are answered within targeted times
- Ensuring that email queries receive replies within targeted times
- Ensuring high levels of customer satisfaction by providing quality interactions as defined by our QA guidelines
- A high success rate of resolving any complaints or issues first time
- Performing against key metrics in the following areas: ticket completion, customer satisfaction, damage discounts and goodwill costs, ready time and more
- Promoting positive reviews by ensuring we respond to customers in both a speedy and positive fashion
- Proactive ethos to Complaint management.
Job Type: Full-time