Job Description

Off The Grain, a thriving handmade furniture business, is seeking a dedicated and proactive Customer Service Representative to join our growing team. As the face of our company, you'll play a crucial role in ensuring that our customers receive exceptional service at every touchpoint. We are looking for someone who is confident, resourceful, and driven to go the extra mile, making a real impact on our customer experience. Additionally, we're seeking a candidate who can bring their expertise and insights to help us continuously improve and elevate the shopping experience for our customers.

Key Responsibilities:

Customer Experience Development:

Bring your expertise and ideas to help shape and enhance how our customers interact with Off The Grain, making their shopping experience smoother, more enjoyable, and more personalised.

Order Management:

Prioritise and efficiently process customer orders and inquiries via telephone, email, and online selling platforms.

Customer Support:

Understand customer needs and provide tailored solutions, including preparing accurate quotations and resolving any issues or concerns.

Complaint Resolution:

Address and resolve customer complaints in a timely, professional, and empathetic manner.

Data Accuracy:

Maintain and update customer service records across platforms, ensuring all information is accurate and up-to-date.

Logistics Coordination:

Work with couriers to arrange deliveries, collections, and resolve any issues related to missing items or delayed shipments.

Customer Assistance:

Assist customers with online registration and order processing, guiding them through the necessary steps.

Communication:

Keep customers informed about their orders, including any updates, delays, or changes.

Ideal Candidate:

Proven experience in a customer service role, ideally within a retail or e-commerce environment. Strong communication skills, both written and verbal, with an ability to engage professionally and warmly with customers. A passion for delivering personal and high-quality customer experiences. Proficiency in managing multiple tasks and working effectively under pressure. Familiarity with CRM systems and order processing platforms. A problem-solver with a positive attitude, who is willing to take initiative. Ability to contribute insights and ideas to improve overall customer satisfaction and engagement.
Job Type: Full-time

Pay: 24,000.00-28,000.00 per year

Benefits:

Company pension Free parking On-site parking
Schedule:

Monday to Friday
Experience:

Customer service: 5 years (required)
Work Location: In person