Customer Care Advisor

at  Cotswold Company

JOB DESCRIPTION

We are thrilled to introduce a great new opportunity for you. If you have what we are looking for then you could be one of our new Customer Service Advisors! This is a role for an experienced Contact Centre Advisor to work in a busy environment, where you enjoy engaging with customers and collegues.

JOB DESCRIPTION

Main responsibilities of the role include:

• Liaising with customers in a sincere, reassuring, and effortless manner, whether over the phone, via email or over chats.
• Answer and resolve customer queries relating to their Order Status, their Delivery or Post-Delivery issues.
• Work with customers to bring delivery and product issues to a conclusion satisfactory to all parties
• Work closely with the logistics and warehouse teams to solve delivery issues and product issues
• Identify and update Stock Discrepancies
• Update customers on Stock Delays
• Work seamlessly with the Complaints team to ensure escalations are handled without any loss in the customer experience
• Work cohesively with other company departments to provide customers with updates in a timely fashion
• Assist Team Leader and Senior Advisor with administrative tasks when needed
• Provide outstanding service to our customers to ensure that we maintain our high Trust Pilot score
• Have a positive approach to liaising with customers over the phone and to manage their expectations.

QUALIFICATIONS, SKILLS AND EXPERIENCE:

• Proven experience of consistently delivering high quality customer service quickly and efficiently
• Comfortable with various methods of contact, with the ability to multitask and switch rapidly between them. Must be computer literate
• The ability to work as part of a team, experience of supporting team members
• Previous experience of dealing with conflict resolution

WHO ARE WE?

Over 25 years ago, we opened our first showroom at Bourton-on-the-Water in the heart of the Cotswolds. This very special patch of rural England taught us the importance of creating timeless, understated furniture and accessories that bring homes to life.

We live by our company values of

• Happiest together
• Always authentic
• Passion for progress
• Inspiring others
• Constantly caring

We pride ourselves on the quality of our products and customer experience, powered by our passionate people. We’re growing rapidly and are looking for great people to help us realise our big ambitions. If you are passionate about what you do, want to work for a dynamic and ambitious company, can provide all of the above and more, then we would love to hear from you.
We genuinely care about our teams and continually strive to create an inclusive and diverse workplace where we celebrate our differences, and our people can truly be themselves and feel like they belong. Our team’s wellbeing is our priority, and we pledge to live by our value of ‘Constantly Caring’ by looking after each other, being approachable and attentive to each other’s needs and provide a space where everyone feels safe to ask for help and support and receives kindness and understanding in return.
Applicants should already possess the appropriate Right to Work in the UK as The Cotswold Company does not offer sponsorships.
For more company information, follow the link https://www.cotswoldco.com/

WHAT WILL YOU BE DOING IN MORE DETAIL?

As an Advisor within our Customer Care Team you will be responsible for dealing with all queries via phone, email and live chat. You will also be responsible for handling contact from customers who have just placed their order all the way through to customers who have received their products and wish to report an issue.

THIS IS A HYBRID ROLE, WITH OUR OFFICE BASED IN NORWICH, WHERE YOU WILL BE REQUIRED TO ATTEND AT LEAST DAY EACH WEEK.

You will be part of a very supportive team and will receive feedback regularly to help you improve and develop, as well as ongoing training. You will be required to undertake your initial training with us in Norwich, to to be available to attend team training and development days throughout your time with us.

Main responsibilities of the role include:

• Liaising with customers in a sincere, reassuring, and effortless manner, whether over the phone, via email or over chats.
• Answer and resolve customer queries relating to their Order Status, their Delivery or Post-Delivery issues.
• Work with customers to bring delivery and product issues to a conclusion satisfactory to all parties
• Work closely with the logistics and warehouse teams to solve delivery issues and product issues
• Identify and update Stock Discrepancies
• Update customers on Stock Delays
• Work seamlessly with the Complaints team to ensure escalations are handled without any loss in the customer experience
• Work cohesively with other company departments to provide customers with updates in a timely fashion
• Assist Team Leader and Senior Advisor with administrative tasks when needed
• Provide outstanding service to our customers to ensure that we maintain our high Trust Pilot score
• Have a positive approach to liaising with customers over the phone and to manage their expectations