Kao

  • Customer Service Consultant

    Job Location UK-Hertfordshire-Bishop's Stortford
    Brand
    Molton Brown
    Office
    Hertfordshire
    Job ID
    2018-3933
  • Overview

    This individual will be highly motivated with excellent telephone manner & interpersonal skills, with the objective of delivering exemplary service through proactive & reactive, personalised experiences. They will be capable of identifying, understanding & addressing customers needs & delivering enriching experiences, building (or rebuilding) customer loyalty & advocacy. They will adapt to evolving priorities, be highly skilled with objection handling, problem solving & time management skills.

    Responsibilities

    • Responding to all customer interactions handled over the phone, by email, social media platforms, by post, within the agreed SLA and in a professional manner, adhering to the businesses tone of voice standards.
    • Supporting Digital Sales channels by providing consumers with product advice – recommendations, usage & benefit, details of promotions and new launches. Cross and up-selling where appropriate. Handling and processing consumer payments, and refunds & returns(where applicable).
    • Awareness of competitor activity and innovation with potential to translate this into our business to enhance customer journey/ experience.
    • Maintaining and updating customer records using the CRM tools in line with GDPR compliance.
    • Innovative in suggestions around proactive customer care and implementation of new processes.   
    • Flexibility in project assignment works to support new initiatives of the Customer Experience team and shared deliverables.

    Qualifications

    • Educated to GCSE & A-Level as a minimum (or equivalent)
    • Previous experience in a customer service environment, preferably within the luxury retail sector(desirable).
    • Complaints resolution, fluent in telephone & written communication, objections handling, proactive customer care 
    • Sales experience desirable
    • technical proficiency in ecommerce,Microsoft applications, social media, SAP desirable
    • Multi-lingual (desirable)

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