Customer Experience Assistant - Aftersales

Loaf is looking for a warm and friendly Customer Experience Assistant to embody our service culture with a genuine desire to do what's right and care for our customers. The ideal candidate will provide an exemplary level of service while being a brand advocate and the all-important voice of our customers. You will have a proactive and can-do approach to getting the task at hand completed in a fast-paced environment.

You will be working with likeminded individuals in aftercare who want to save the day for our customers. You will become gurus in all things post sale, from order amendments, delivery and become product experts, offering our customers creative problem solving and give advice on how to care for Loafy goods. You will help and support a channel specific team, dealing with all manner of enquiries and complaints, carry out daily admin tasks, and communicate to a high standard with customers over the phone and by email.

Responsibilities:

Main areas of focus

  1. Work in an assigned channel specific aftercare team; Admin, Email, Telephone
  2. Proactively improve the overall customer experience
  3. Restore and maintain customer satisfaction
  4. Take on all delegated tasks you are assigned
  5. Help with onboarding and buddying with newbies

Customer Experience

  • Assisting customers with order amendments, always ensuring that you are liaising and communicating with relevant departments through this process.
  • Informing customers of any product delays and handling queries and offering solutions.
  • Dealing with delivery failures and offering customers immediate solutions and advice in these instances.
  • Work closely with our delivery team ensuring that you are offering solutions within set guidelines - understanding the logistic challenges presented and how this might affect the company and the customer.
  • Providing advice, problem solving and resolutions to customers who have experienced product issues.
  • Processing and arranging the safe return and /or exchange of an order.
  • Monitoring product quality issues, flagging and providing feedback to your manager.
  • Organising third party furniture technicians to assess and complete relevant repairs for customers. Always ensuring follow up with the customer and any third-party companies for a conclusive outcome.
  • Resolve all customer questions and queries via phone and email within set SLA's.
  • Have a basic understanding of GDPR and how this impacts our customers.
  • Handling all queries regarding customer account information and marketing preferences.
  • Actively take an interest in our Trustpilot reviews and what you can do to impact this positively.
  • 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 Shacks as many times as you can!
  • Ensuring that the company provides the best customer experience at all times.
  • 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

Essential

  • Previous experience working in a customer services role or call centre, working in a fast-paced busy team in an office environment
  • Excellent listening, verbal and written communication skills
  • A patient and calm approach.
  • Excellent attention to detail
  • The ability to take responsibility and be accountable for your actions.
  • Strong organisation skills and an ability to prioritise tasks in a timely manner
  • The ability to problem-solve and think on your feet
  • Willing to go the extra mile (and then some) for every single customer
  • Self-motivated with a positive approach.
  • Initiate, execute and embrace new methods of work and projects.
  • A quick learner who's flexible and willing to help out where needed.
  • A team player - work well with other team members and be a fully participating team member
  • Good Microsoft Office skills

Desirable

  • CRM knowledge and experience useful, although training will be given

And, most importantly of all, you absolutely must be an all-round good egg, with a real can-do willingness to get on with the job and make great things happen.

If you have not heard from us within 2 weeks, then unfortunately, on this occasion you have not been successful.