Customer Service Advisor

About Us:

Launched in 2013 by sisters Molly and Harriet, Secret Linen Store, is an e-Commerce bed linen brand based on the South Coast of England. Having seen double digit year on year growth consistently since inception, we are looking for a brilliant Customer Smile Maker to join our wonderful Customer Service Team.

We currently have two warehouses (one in Sunny Bognor and the other in even Sunnier Portugal), a made to order bedding operation in Scotland, several suppliers in Europe and a team of around 20 bed makers currently working either from home or from our Bed Quarters.

About the Job

We pride ourselves on excellent Customer Service and the way that we communicate and delight our customers is what makes us stand out. Nothing is ever too much trouble. Your role is to answer the phone and respond to emails, advising customers on our blissful bedding and resolving any queries or issues.

This role will also support our returns coordinator process and ensure that returns and refunds are dealt within our promised timeframe. This will also include providing cover for our Returns Ranger when they aren't around. Our goal is that whatever the query, the outcome is always a happy customer.

This is a full-time role, and you may be the odd occassion when you are required to work the occasional Bank Holiday and/or Saturday.

This is an existing role, and you will be reporting with our Head of Customer Happiness. You will be working within a lovely small team alongside a couple of other Customer Smile Makers (Customer Service Adivsors) and our solo Returns Rangers.

Key Responsibilities:

• Be passionate about products
• Keep on top of email inboxes – responding to customers enquiries and questions
• Respond to social media messages
• Answer phones and responding to answer phone messages
• Take orders over the phone
• Respond to online chat messages
• Contact customers regarding out of stock items
• Organise swaps for incorrect or faulty items
• Advise customers about products, delivery timings, washing, pairing etc
• Sending our fabric samples and responding to sample enquiries
• Liaise between customers and Couriers re missing deliveries or changes of address etc
• Liaise with Courier’s re parcel investigations and claims
• Help with returns and/or picking and packing when required

Skills Required:

• You will need to have experience working in a call centre role or similar customer experience position (such as Customer Service Assistant or Advisor) where you will have resolved customer queries both on the phone and by email.
• We are looking for lovely polite manner both written and verbal
• Need to have confidence in communicating with others and making your own decisions to help resolve issues.
• Computer Literate
• Able to use Outlook would be preferred
• We are looking for a Team Player as you will be working with people from different departments
• Fun - We are a great team, sell a beautiful product, have lovely customers, and we spend a lot of time together, it is important that we enjoy our bustling working environment.

Job Types: Full-time, Permanent

Salary: £21,255.00 per year

Benefits:

• Casual dress
• Company events
• Cycle to work scheme
• Employee discount
• Free parking
• Life insurance
• On-site parking
• Private dental insurance
• Private medical insurance
• Profit sharing

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Supplemental pay types:

• Yearly bonus

Ability to commute/relocate:

• BOGNOR REGIS: reliably commute or plan to relocate before starting work (required)

Work Location: In person

Reference ID: CustHappRR10123