Customer Service Advisor

Customer Service Advisor

White Stuff - Leicester, GB

Full time

White Stuff is a multi-channel brand with a strong heritage and values. Established in 1985 we have now grown to over 130 shops and concessions in the UK and internationally, selling women’s, men’s and children’s clothing as well as beautiful accessories and home ware. Our original prints, intricate details and considered design touches reflect our personality and make us subtly distinctive.

We’re a sociable, talented and like-minded bunch here at White Stuff, proud to be part of such a great brand, and passionate about our customers. We believe people are at the heart of our business, so we’re committed to building and sustaining a sense of community and togetherness, where everyone feels like they’re part of something special.


ROLE SUMMARY


A White Stuff Customer Services Advisor gets the best possible outcome out of every contact with a customer. They are passionate about listening to customers, about communicating with customers effectively and taking ownership of a customer query through to its conclusion.

This role will be based full time in our covid secure office 5 days per week.


PRIMARY OBJECTIVE OF THE JOB


As our Customer Service Advisor, you will be the primary point of contact between our business and our customers. You will support and advise customers, who are placing orders, require product information and styling advice. In addition you be the first point of contact for complex queries and complaints, taking full responsibility for any issue raised and seeing it through to a positive resolution. In doing so you will strive to gain and retain customers by offering a service that continuously improves our customer’s experiences and enhances the brand.

Responsible for taking care of customer service through our telephone and digital touchpoints. You are a best in class customer service operator with experience in supporting customers via Telephone, Email, Social Media and Live Chat.


WHAT YOU'LL NEED


Demonstrable customer service experience, in a multi-channel or retail environment.

A genuine desire to always help customers in their actions and the tone they use.

Experience of communicating with customers effectively via the telephone and digital channels i.e. email, live chat and social media.

Excellent communication and interpersonal skills - to deal diplomatically with a range of people inside and outside of the business.

Proven general IT skills such as Word and Excel.

Exceptional attention to detail

Ability to cross sell and up sell

Flexibility to work on a rotating shift pattern including evenings and weekends

The role will require occasional working from home as directed by the management team, therefore a reliable internet connection will be required.

Previous Customer Service experience, ideally within a contact centre or retail environment.

Excellent communication skills, both verbal and written.

Previous experience in a sales environment whether in retail or contact centre.


WHAT YOU’LL BE DOING


Understanding GDPR, PCI and their application to the customer service and contact centre environment.

Answering incoming calls, live chats, emails and social media queries.

Managing any queries, feedback or escalations with the courier service, DC and Royal Mail.

Creating open dialogue through strong relationships with key partners in the DC, to deliver and continually improve frontline customer service.

Ensuring any web-related issues that need to be resolved by the DC are escalated and completed well within KPIs/targets.

Ensuring each White Stuff customer has a positive White Stuff experience and in line with the published offer, by understanding White Stuff policies and processes.

Ensuring payments and orders are dealt with in a secure and timely fashion.

Adhering to KPIs, SLAs and targets as set by the Customer Services management team.


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