Your new role
Sofology is way more than just a sofa… The sofa sits at the heart of the home, and we know how much that means to your customers. In your new role as a dedicated customer service advisor, you will be the heart and soul of Sofology’s Support Office, standing ready to embrace every after sale query, and ensuring a lasting love for their sofa.
So whether it’s building relationships on the phone, problem solving or everything in between, with your brilliant product knowledge you’ll help give your customers an unrivalled customer experience, because we know that nothing feels like having the red carpet rolled out for you.

• Be a dedicated case handler for your customers, taking full ownership of all customer issues and seeing each case through to either complete resolution or the next stage in their customer care journey.
• Ensure first-time resolution is provided every time, guaranteeing the customer experience remains seamless and unaffected.
• Answer incoming calls professionally, in accordance with DPA, and aim to resolve queries efficiently within departmental SLAs.
• Process and respond to emails and general correspondence in a professional and timely manner, ensuring customer needs are met.
• Complete accurate notes in line with customer interactions to maintain clear and effective communication throughout the case.
• Promote the brand positively by encouraging customers to leave reviews and recommendations.
• Liaise with relevant teams or departments to ensure customers’ journeys are progressed smoothly and efficiently.
• Adhere to Sofology processes as required to ensure a consistent and high-quality service
• When relevant, work with your leadership team to go outside of processes if we’ve severely
• impacted the customer’s journey. If there’s repeated failure and something not working… we should always highlight this!
• Take on ad hoc administrative duties as necessary to support the team’s operations.
• Ensure housekeeping duties are completed to maintain an organised and clean working environment. We adhere to the clear desk policy.
• Perform any other reasonable tasks as directed by your Line Manager.
• Exhibit flexibility by working on a rota basis and providing necessary cover where needed.
• Take ownership and ensure all tasks are fully completed to the highest standard.
• Ensure all parts are ordered within the agreed team SLAs and are processed accurately using the correct language/codes that are specific to each manufacturing partner
• Ensure in-stock parts holding is accurate at all times, and flag if we fall below the threshold.
• Tracking of parts, as well as, proactively managing parts that have not arrived within the lead times by chasing estimate dates and communicating with manufacturing partners
• Distribution of parts to be done in good time and at the cheapest possible cost.
• Keeping all of our customers up to date at all times and proactively contacting them if there’s a problem - We take full ownership!
• Parts received should be reconciled against the digital parts manifests.
• The parts warehousing area should be kept well-organised, tidy and free from hazards