Senior Customer Service Agent
- Recruiter
- Love Success plc
- Location
- England, Derbyshire, Derby
- Salary
- Up to £11.28 per hour
- Posted
- 15 Apr 2019
- Closes
- 13 May 2019
- Ref
- TBSCS001
- Contact
- Ciara Lloyd
- Job Title
- Customer Services
- Industry Sector
- Fashion
- Contract Type
- Temporary
- Hours
- Full Time
Ted Baker
TED's guide to what the Senior Customer Service Agent does round here…
Manage the day to day functions of Ted's Customer Service team and interact with customers to provide information in response to inquiries regarding products and services. Handle and resolve enquires and complaints within agreed SLAs. You will be the first point of call to support the CS team agents with escalated queries and system/policy information. Managing a reduced CS team during rotated evening shifts and Saturdays would also be a key aspect of the role.
Reports to: Customer Service Team Leader
Hours based on a shift pattern Monday - Sunday.
Main Responsibilities
- Responding to customer queries through emails, letters, phones and live chat.
- Resolve escalated complaints from the CS Team
- Issue/ authorize goodwill gestures when applicable to Ted's customer base.
- Take full responsibility as a manager when running a reduced CS team on evening shifts and Saturdays when necessary.
- Take Escalated complaints when necessary from CEO desk.
- Be accountable for daily tasks/reports within the CS Office - Trims, RTS, Warehouse communication, Border Free, Refunds and credit control processes.
- Dealing with complaints referring to stores customer service and faulty goods.
- Have a basic understanding of Ted's credit control and risk analysis programs.
- Inbox and Emails - day to day upkeep of Customer Service inbox, such as flagging of emails and maintaining folders relevant to incoming information
- Liaise with and track status of orders through courier companies.
- Contact customers to ascertain data omitted on orders.
- Have knowledge of product line, prices, delivery time, drop ship items, various marketing promotional services, and similar data, as required.
- Perform other allied duties as assigned by management team.
- Gift Cards - Proficiently be able to check, amend or load Ted Baker gift cards manually to assist the CS Team, Management and stores. Run and action all gift cards in conjunction with eComm report.
- Post - Manage processing of incoming/outgoing mail/ correspondence to or from Customer Service.
- Assist with Customer Service organizational tasks when required.
Tools of the Trade:
- Proactive self-starter with sense of accountability
- Technical awareness/data handling experience
- 2-3 years relevant experience, ideally in a retailer environment o Excellent organization skills and strong attention to detail
- Strong sense of urgency and ability to meet deadlines
- MS Office proficiency (Word, Outlook, Excel, Power Point)
- Excellent communication skills both oral and written
- Able to maintain confidentiality at all times
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