CUSTOMER SERVICE ASSISTANT

To have the ability to engage with customers creating a one-stop support service that assists and guides customers through a seamless shopping experience, managing their expectations and providing the highest level of service throughout.

Key Responsibilities

Telephone Support/ Communications

• All calls answered within 3 rings

Email Support/ Communications

• Responding to emails within 24 hours (own schools)
• Responding to customer emails for schools you are not responsible for if you can or forwarding to relevant branch for resolution
• Updating customer on due dates of items

Live Chat Support/Communications

• Providing customers with the information available to you in the most positive accurate light.
• Ability to attend to multiple ‘chats’ at one time

General Customer Support

• Liaising with courier services to track orders and provide support where necessary
• Liasing with merchandising and account management teams to gather additional information not available directly on the system
• Handling of customer payments where necessary, including payments for bespoke orders and refunds
• Assisting with returns and exchanges where required
• Resolution of customer issues directly with limited requirement for escalation to management

Additional/ Adhoc responsibilities

• Attending and providing support at selling events
• Assisting with the training of both permanent and temporary employees
• Collecting customer feedback and relaying to relevant stakeholders
• Ad-hoc tasks from management that is deemed a suitable request

Knowledge & Skills

• Knowledge of Microsoft Office, Netsuite
• Proven experience working in a telephony-based customer service/contact centre role
• Excellent telephone manner paired with knowledge of customer service principles and practices
• Exceptional typing skills and attention to detail, paired with knowledge of I.T & Microsoft packages
• Ability to work collectively and independently to resolve customer queries
• Conflict resolution skills
• Commitment to delivering a high level of customer service – demonstrating business focus and a desire to succeed beyond what is expected
• Resilient, flexible and able to work in a fast paced and demanding environment

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