Customer Experience Adviser (Hybrid)

OSS • Permanent • Staines-upon-Thames, Surrey, England, United Kingdom • £26.50k / year • 3d ago

Customer Experience Advisor (Hybrid)

Our client is a leading flooring specialist who deliver incredible service for anybody and any budget. The secret to their success is their people. They are a family where everyone matters, they all work as a team and they try to do the right thing, they are always on the lookout for ways to be better. Due to continued growth, they are looking to expand their team.

As a Customer Experience Advisor, you will provide best in class customer service to all customers you contact. This is a truly varied role, where you have the opportunity to provide customers with advice on great products over the phone, that help them make the best choices. You will be directing customers, supporting the fantastic store teams and scheduling in-home sales visits.

There is opportunity to earn an additional £100 pm bonus also.

YOUR RESPONSIBILITIES:

Make the most out of every customer interaction
Organising samples and chasing leads
Engage with customers via all communication channels
Book and effectively schedule in-home sales appointments enabling our mobile showrooms team to provide a best-in-class service in their home.
Support with complaint handling
Support our customers by offering pro-active advice when looking to purchase new flooring
Identify and escalate any issues which impact the customer experience so we can continually improve the service we deliver
Work closely with Stores and your peers to deliver a smooth, simple and easy customer experience
Analyse customer data and trends to identify opportunities for process improvements

ABOUT YOU:

You are passionate about what you do and know exactly how to put the customer at the heart of any decision you make. You have an eye for detail and are good with data. You communicate with excellence - offering a bit of charm to every interaction.

You recognise that every interaction counts and are able to build rapport with ease, regardless of the length of the call. You are always looking for ways to surprise and delight customers you interact with and have a "no customer left behind" attitude.

You’re used to managing your own time and never miss a target. You are always one step ahead and look for ways to improve the way they do things, setting a high bar at every turn.

You thrive on a busy schedule and think fast on your feet - ensuring your work is accurately executed. You are IT savvy. You understand how your role helps customers to make a house a home and work closely with your peers and customers to achieve that.

You will also have:

Customer service experience - contact centre environment is preferable but not essential.
Fantastic communication skills both written and verbal
An ability to manage your time and deliver in a remote/hybrid working environment

Opening hours are Mon - Sat 9am - 7pm and Sun 10am - 5pm

40 hours pw. 5 days out of 7pw. Including Bank Holidays. You will work one weekend day every week.

3 days office based, 2 days at home. (After initial training)

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