Position: Associate
Job type: Part-time
Job content
Our client is keen to recruit an experienced Senior Customer Service Executive to join their small team The role:- This is a senior position within the company. You may be expected to attend management meetings and report on the activity within your responsibility. You will be expected to be pro-active and focused on delivering the best possible service to the customers and stores. You are expected to manage cost budgets in the most efficient manner together with staffing and stock levels in the shop. You must be self-motivated, with the ability to build and maintain a good rapport with your team and within the business. You will liaise with customers, Online Sales Managers and Office staff. As a key holder you will be in a position of great trust and responsibility. Key responsibilities:-Motivate, lead, support and coach your colleague effectively (recruiting extra part time staff during peak periods) to bring out the best in those around youMonitor & control the progress and reporting of unresolved issues via phone and e-mail, preventing complaints and queries escalating unnecessarilyEffectively handle escalated complaints ensuring swift turnaround and negotiating terms with customers where neededTake ownership of customer issues and follow potential problems through to resolutionEnsure standards remain high and continually look for ways to improveProvide 5* customer service to drive sales forward whilst managing and maintaining the long term satisfaction of our customer base, identifying areas of risk and maximizing retentionKeeping records of customer interactionsResolve product or service problems by clarifying the customer’s complaintManage large amounts of incoming calls from customersIdentify and assess customers’ needs to achieve satisfactionBuild sustainable relationships of trust through open and interactive communicationGo the extra mile to engage customersImplement new procedures to drive efficiencyAssist with ad-hoc tasks and key projectsSet up and monitor department KPIsOrganise and attend fitting evenings and intake evenings at customers during build up to peak periodsLiaise with customers on current and future requirements including providing prices for new itemsManage stock levels, staff costs and overheads within the budgetEnsuring staff are adequately trained.Ensure Health & Safety within the department is monitored and controlled.Resolve staff issues and concernsEnsure high standards of cleanliness and good housekeepingProduce reports on a daily, weekly and monthly basisEnsure that all paperwork and reports are accurate and timelyManage a team, lead by example and work under pressureLiaise with Customers and Stores by email and telephone.Inspire others to achieve the highest standards.Work with Spreadsheets and Word programs You will be expected to :- Be tremendously enthusiastic Lead by example Be prepared to work hard Be competent at working with retail internet computer systems Maintain the high standards of the company image and reputation Act in a professional way at all times and provide excellent customer service Comply with Health and Safety regulations Liaise with and utilise support from all stakeholders within the business Seek and continuously develop industry knowledge and information Keep yourself up to date with developments which may have a bearing on improving the operations. By applying for this role you give permission for Purely Recruitment to submit your personal information contained within your CV or any other relevant information provided in order for the prospective employer to review your application for the specific role applied for. Purely recruitment will not submit or use your personal information for any other purposes other than for searching for alternative employment
Deadline: 26-07-2024
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