Job Description

Join our small office team who love to have a laugh!

Reports to:

Customer Service Team Leader and Office Manager

Customer Service Job Purpose:

Develops a culture of customer satisfaction through timely and thorough handling of complaints. Works in a fast-paced environment to address customer issues submitted via telephone, email, messages and text.

Customer Service Job Duties:

Answer's customer support messages via telephone or Web promptly to enhance the customer service experience

Quickly learns the functions of the system to log in and respond to customer complaints

Accurately records and logs interaction with customers via messages, notes and on shared documents where required

Works with management to maintain best practices for efficient communication with customers

Knowledge of updated company rules and policies to address issues such as returns, faulty merchandise, wrong delivery and delayed delivery to inform customers

Address customer questions about new products, services, promotions on sales

Meets regularly with team lead to give feedback to help improve customer service culture, response time and tools to improve staff experience

Willing to learn from management to properly apply company policy to customer solutions

Contributes to bottom lines sales by increasing customer satisfaction

Assists and contributes to social media page

Customer Service Skills and Qualifications:

Good Communication Skills, Customer Service Support Experience, Excellent Listening Skills, Results-Driven, Able to Work as a Team, Ability to Work in Fast-Paced Environment, Ability to Work Under Pressure, Pays Attention to Detail, Fast Learner, Engaging Personality, Problem-Solver, Analytical, Patient, Skilled Typist, Multi-tasking, Prioritising, Phone Etiquette

Day to Day Tasks at Garden Store Direct:

Reporting to Customer Service Manager to be assigned to one or more of the following platforms - eBay, Amazon, website emails, B&Q

Responding to and resolving personal emails with customers, couriers and suppliers

Answering phone calls professionally and effectively and resolving queries and issues

Provide outstanding customer service to each and every customer and to ensure feedback is consistently positive

Raising deliveries and replacement parts where required

Specifics:

37.5 working hours per week in office, to include weekends on a rota basis from home (approx 1 in 4). Weekend hours can fluctuate depending on time of year. No more that 8 hours across a weekend at peak. Weekend working hours are self-managed to fit your life.

Office hours -

08:30 - 16:30 Monday - Thursday. Friday 08:30 - 16:30

This can be discussed if not suitable.

Paid overtime available during peak periods

20 days annual leave plus 1 additional day for every year of employment up to 25 days plus Bank Holidays

Own transport required due to location

Job Types: Full-time, Permanent

Pay: 12.21 per hour

Expected hours: 37.5 per week

Benefits:

Company events Employee discount On-site parking
Schedule:

Monday to Friday
Work Location: In person