Job Description
*Please provide a contact telephone number and email address together with an up-to-date comprehensive CV*
We are a national family-owned carpet retailer selling online and through 20 stores, employing nearly 300 people. Join our team!
Wilsons Carpets are looking for a Customer Service Advisor at Wath Upon Dearne, S63 7LG
Package
Salary : £23,004.80 per annum plus OTE £1,000 + per annum.
Contract : Full Time, Permanent
Shift Pattern : 40 hours per week, Monday to Friday, 08:00hrs to 16:30hrs
Benefits
· Private medical insurance and cashback plans after 3 months
· 28 days annual holiday (inclusive of UK bank holidays)
· Company Contributory Pension Scheme (after 3 months)
· Generous staff and family discounts on carpets, beds & furniture
The Purpose of the Customer Service Advisor
The primary responsibility of this role is to create a highly positive experience for all our customers, who need assistance in relation to the services we provide.
You’ll be passionate about providing a quality service, your naturally strong customer service skills, together with your excellent telephone manner and ability to resolve complex queries will be fully utilised in this role as will your ability to work on your own initiative and always remain polite and professional.
Main Responsibilities and Key Tasks
· Communicate clearly and effectively with all customers, team members and other stakeholders.
· Responding to a variety of customer needs through all communication channels: Telephone, Email and Live Chat.
i. Pre-sales queries, relating to product types, suitability, advice, measurements, delivery, stock availability and pricing.
ii. Sales order taking, closing sales, recording customer information, arranging, and confirming delivery dates with the Transport Team and customers, taking payments, advising Terms and Conditions.
iii. After-sales support, inbound and outbound, order amendments, re-arranging deliveries in line with customers’ needs.
iv. Complaints handling & resolution, handling initial complaints, investigation, collection of returns or order replacements, agreeing & submitting refunds, or Gestures of goodwill where appropriate.
· Undertaking and completing a variety of minor tasks integral to the service we provide daily.
· Capture customer feedback, in some cases relaying that feedback to the right department where appropriate for further investigation or action to take place.
· Commitment to your own in-role development, by continuously developing your own knowledge, skills, and competence.
Competencies and Key Skills Required
· A minimum of 3 years of telephone-based customer service experience (preferably within a fast-paced contact centre environment, in addition to experience handling customer queries through email and live chat).
· A team player with a kind nature and the willingness to go the 'extra mile' to exceed expectations and always see queries through to resolution.
· High levels of self-motivation and the ability to multi-task.
· A willingness to learn and develop yourself, both with new skills and knowledge of our products and processes.
· A confident telephone manner and excellent relationship building skills.
· An eye for detail, with good data inputting skills.
· I.T. literate, with the ability to learn and master multiple systems.
Wilsons Furnishers Group
Wilsons Furnishers have traded for 54 years, selling all types of flooring products, artificial grass, furniture, and beds nationally through a number of online ecommerce platforms and also a network of 30 locations.
The job advert is an outline summary of the key responsibilities and accountabilities involved in the job role. This is not an exhaustive list, and a full job description will be provided and discussed should the prospective candidate proceed to an interview.
We are an equal opportunities employer. All applicants are considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
Please ensure you have the Right To Work in the UK before applying.
For more information www.wilsonscarpets.com
Job Types: Full-time, Permanent
Salary: £23,004.80 per year
Benefits:
- Company pension
- On-site parking
- Private medical insurance
- Store discount
Schedule:
Experience:
- Telephone Based Customer Service: 3 years (required)
Work Location: In person
Application deadline: 23/06/2023
Reference ID: ATR 2023 - LL