Job Description

Purpose of the Role/Role Overview:

To ensure all orders received are input onto Hypnos bespoke order system within agreed SLA'S accurately and efficiently whilst managing customer expectations and queries to a high standard.

To provide a first point of contact for all customers by answering any questions and queries over the phone or by email in a professional and timely manner. To provide support and comprehensive product and service information whilst building first class relationships with customer base. Exceeding customer expectations showing that we are customer obsessed.

To provide weekend, holiday and sickness cover for the showroom as and when required on a rota basis. This is usually no more than one Saturday in four.

General Duties/Key Responsibilities:

Working to agreed set timescales and SLA's

Responding as appropriate to any queries, cancellation and amendments requests made by retailers and/or their representatives

Investigating and actioning any credit queries in liaison with the Finance Department.

Update retailer portals where necessary

Requesting and updating special codes for bespoke products

Answering and resolving customer enquiries over the phone or by email

Taking ownership of complaints and following company procedure to ensure complaint is resolved in a timely manner

Recognising customer contact trends and flagging any repeated quality/service issues

Resolving customer queries the first time they are raised, liaising with other departments to ensure resolution

Booking technician visits as and when required

Ordering spare parts as and when required

Proactively informing customers of any issues relating to their orders

Showroom

Ensuring the showroom is tidy, clean, inviting, and shows the beds off to their very best at all times.

Supporting consumers in selecting the best bed for their own specific requirements using excellent listening skills combined with broad product knowledge and strong communication skills.

Responding to all consumers enquires received via the Hypnos website in a timely manner, calling on the knowledge of other departments if and when required.

Taking calls from end consumers and helping and guiding them through their bed purchase.

Posting out brochures to consumers as and when requested

Monitoring and replenishing pillow and accessory stock.

Updating and replenishing display models as and when required.

Job Types: Full-time, Permanent

Pay: Up to 25,000.00 per year

Additional pay:

Yearly bonus
Benefits:

Bereavement leave Company events Company pension Employee discount Enhanced maternity leave Enhanced paternity leave Free parking Health & wellbeing programme Life insurance On-site parking Paid volunteer time Referral programme
Schedule:

Monday to Friday Weekend availability
Experience:

Customer Service: 2 years (required)
Work Location: In person

Application deadline: 31/07/2024