Role Overview & Mandate
Executive Summary
Do you champion fashion? Are you passionate about making sure that customers’ needs are met? Then, this is the job...
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Do you champion fashion? Are you passionate about making sure that customers’ needs are met? Then, this is the job for you.
Introduction to our client: Dr. Martens
As a Customer Service Advisor for our client Dr. Martens, you will be a part of a high performing team that is passionate about delivering exceptional customer service. Building rapport with customers as well as resolving any issues that they may have, having dedication and care to customer needs will ensure top tier results and positive quality scores. Dr. Martens are an iconic brand that is very prevalent within the UK and worldwide, making boots, shoes and accessories that are made to last. With a fanbase as huge as theirs, customers needs are at the forefront of our minds, looking to give a positive outcome with every contact.
We are looking for experienced Customer Service Advisors.
What will I do in the role?
- First point of contact for all customer queries and providing product advice
- Proactively work to mitigate any escalations, dealing with returns/exchanges, order status queries and provide information on time-line logistics
- Brand ambassador for your client carrying exceptional customer service
- Provide outstanding customer service across telephone, social media, web chat and email
- Ensuring that the customer is at the heart of every conversation
What do I need?
- A desire and genuine passion for delivering excellent customer service ensuring an empathetic approach
- Outstanding social media service etiquette, with the ability to be versatile in your approach to adapt your style for each customer
- Strong written and verbal communication skills
- Experience of working in a customer-facing environment
- Confident IT skills
- Flexibility, professionalism, drive and willingness to learn
- An interest in the Dr. Martens and/or footwear would be highly advantageous
- Being a self motivated individual that has the ability to objection handle
Languages Requirement:
- Native or Fluent in Dutch, both written and verbal
Working Hours and Location
- Remote, must be based in the UK
- The start date for this role is 24/04/2023
- 40 hours per week
- The shifts are on a 2 week rotational basis:
- Week 1: MON 08:00 – 17:00, TUE 08:00 – 18:00, THU 08:00 – 18:00, FRI 08:00 – 17:00, SAT 11:00 – 17:00
- Week 2: MON 08:00 – 18:00, WED 08:00 – 18:00, THU 08:00 – 16:00, FRI 08:00 – 18:00, SUN 11:00 – 17:00
Homeworking Eligibility
Please refer to the following links to ensure your laptop/pc has the current supported systems:
Windows 10 - Windows 10 Home and Pro - Microsoft Lifecycle | Microsoft Learn
Windows 11 - Windows 11 Home and Pro - Microsoft Lifecycle | Microsoft Learn
macOS - Apple macOS | endoflife.date
Minimum Speed Requirements:
- Ping ms Maximum 20ms
- DOWNLOAD Mbps Minimum 20 MBps
- UPLOAD Mbps Minimum 5Mbps
Why work for Ventrica?
- Standard holiday entitlement for full time staff is 28 days (including bank holidays). Holiday entitlement will be calculated on a pro-rata basis for part-time staff.
- UK-wide discounts for our various retail clients
- Pension scheme
- Health care plan
- Employee Assistance Programme
- Full and in-depth training provided as well as access to training source materials to help guide you in the role and for ongoing learning/development
- Reimbursement on eye tests
- Social events organised by Ventrica both in and out of office
- Charity fundraising events, if you raise money for a charity, we will match the amount raised
- New parents receive a Maternity/Paternity pack
- Mental Health First Aiders
- Most importantly, working alongside an award-winning company with a fantastic and supportive team that will guide you and will also ensure that your progression goals are met where possible.
Ventrica is a dynamic, fast-growth customer management business that provides outsourced customer service for an array of blue-chip brands. We are an innovative business with a growing reputation here in the UK for technical innovation and digital transformation. In 2022 we were awarded Gold for Most Effective Application of Technology, and Silver for Outsourced Contact Centre of the Year at the prestigious European Contact Centre & Customer Service Awards. We were also awarded Gold for Manager of the Year, and Silver for Head/Director of the Year at the UK National Contact Centre Awards.
