Aftercare Customer Experience Assistant

We're looking for someone who will champion our customers at all times while being a creative-thinker with an infectiously positive approach to work. You'll be at your happiest when you make a personal connection with someone and they purchase with us or when you have been able to resolve their query and full customer satisfaction is achieved.

You will be working within our Aftercare Team (also known as the Guru's as they're experts in all things post customer delivery!). You'll be offering creative problem-solving, knowing the product inside out so that you can deal with any product issues like a pro, giving customers advice on how to care for their Loafy items and paying keen attention to detail whilst working with resilience and logic.

Key Responsibilities

  • Providing advice, problem-solving and resolutions to customers have are experienced product issues.
  • Processing and arranging customer returns and exchanges.
  • Monitoring QC issues, flagging and providing detailed feedback to senior team members so that this can be raised company-wide.
  • Actively ensure that you're aware of Trustpilot reviews and what you can do at assistant level to impact this positively.
  • Organising third-party technicians to assess and complete relevant repair work for customers and following up with customer and third-party companies for a conclusive outcome
  • To have a passion for the Loaf brand and product.
  • Ensuring that the company provides the best customer experience at all times.
  • Ensuring that all customer communication is of the highest standard by monitoring your personal Customer Satisfaction Score.
  • Ensure that you have excellent product knowledge at all times - visit our slowrooms as many times as you can!
  • Have a basic understanding of GDPR and how this impacts our customers.
  • Resolve all customer questions and queries via phone and email within set SLA's.
  • Liaise and communicate effectively and professionally with all other departments within Loaf.
  • Take the initiative to deliver beyond the expectations set for your role always striving to go above and beyond for the customer and your team.
  • Follow and work to the Loaf Cor! Values and the CX Team Manifesto.
  • Display a professional attitude towards the job at hand and the rest of the team.

Skills and Attributes

  • Previous experience within a customer services role.
  • Excellent listening and communication skills both written and verbal.
  • Excellent attention to detail
  • A patient and calm approach
  • The ability to take responsibility and be accountable for your actions.
  • The ability to problem solve and prioritise workload effectively
  • Strong organisational skills
  • Self-motivated with a positive approach
  • Initiate, execute and embrace new methods of work and projects
  • Be a team player - work well with other team members and be a fully participating team member
  • Support and train new members of the team
  • Willing to go the extra mile (and then some) for every single customer.
  • A quick learner who's flexible and willing to help out where needed
  • Good knowledge of Excel
  • Sales and/or customer service experience

Expect a forward-thinking, friendly bunch committed to building a wicked company with brilliant people.

If you think you fit the bill then apply now with a covering letter explaining why you are the perfect Loafer and a copy of your CV.

If you do not hear back within two weeks of applying, you have not been successful at this time.