KNOWLEDGE & SKILLS REQUIRED:

• Proven experience working in a customer service environment
• Excellent written and verbal communication skills
• A passion for providing exceptional customer service and genuine empathy - a desire to deliver the best possible customer experience on the first contact
• Experience driving sales through exceptional service
• Experience and confidence working towards targets in a KPI driven environment
• The ability to work and communicate effectively in a team
• Excellent time management and organisational skills
• Strong computer skills and confidence working with different technical systems

THE ROLE:

At Majestic, we put the customer at the heart of everything we do and, this is especially true in our Customer Service Team. As a Customer Service Advisor, you are the friendly face of Majestic, who will be able to help our customers with whatever query they may have. Checking the status of an order; easy! Talk to a customer about their next subscription send; not a problem! Your most important job will be delivering 5-star service to all our customers and ensuring we resolve their queries on their first contact. As a brand ambassador, you will also support the wider business with outbound calling activities that help to add value to Majestic and our customers.

KEY RESPONSIBILITIES:

• Deliver exceptional customer service across all Majestic channels; telephony, email, social media
• Take ownership of all customer queries and strive to deliver the best possible resolution every time
• Represent the brand. As the voice of Majestic, you’ll always provide an engaging, positive and empathetic customer experience.
• Support with outbound calling activities that add value to Majestic and our customers
• Achieve all key performance indicators, including excellent CSAT, quality and productivity
• Ensure customer queries are dealt with promptly and in line with our service level agreements
• Adhere to all legislation regarding customer confidentiality and data protection