An experienced Customer Care Specialist is required for a contract role from September 2024 to January 2026.

Join a world leading premium brand who sell & manufacture unique, innovative products to top retailers including John Lewis, Bensons for Beds, Debenhams, Dreams, and Furniture Village. With a robust online presence and their own stores.

Purpose of the Role:
The Customer Care specialist will deal with all After Care to the consumer & retailers is tasked with providing exceptional Customer care and advice for newly delivered products, focusing on reassuring consumers considering returns. This outbound call-focused role involves following up with customers post-delivery to ensure satisfaction. Additional responsibilities include managing customer feedback on social media and Trustpilot, requiring excellent communication skills.

Key Responsibilities:

• Answer phone calls and respond to customers via the chat function.
• Effectively solve customer challenges and problems.
• Maintain and update accurate notes on D365.
• Troubleshoot and problem-solve.
• Communicate with internal departments as needed.
• Manage concerns regarding delivery faults.
• Process return requests for both consumers and retail.
• Manage returns, ensure refunds are raised, and delete orders from D365.
• Handle inbound and outbound customer feedback.
• Respond to Trustpilot reviews and social media comments.
• Chase refunds for consumers.
• Handle ad hoc duties.

  
Knowledge, Skills, Experience, and Profile:

• Provide first-class customer service by directly and honestly communicating with customers, understanding their needs.
• Organised and self-efficient.
• Outstanding verbal and written communication skills.
• Adaptable and open to change and progression.
• Skilled in understanding, prioritising, escalating, and resolving customer issues.
• Great attention to detail.
• Excellent problem-solving skills.