Customer Sales Assistant

At Loaf we make insanely comfy sofas, beds and other laid-back wares that help people lead happier, more relaxed lives. And now we are 10 years old, and having reached £50m turnover, we're looking for talented people to help us on our journey to the next level. We're on the mission to find bright, passionate people who will help us deliver a knock-out service to our customers and make them go "Cor!"

Scope

Working in our Chatterbox team, you'll be responsible for answering questions, providing advice and taking orders for our lovely laid-back furniture and other loafing supplies for the home. By phone, live chat, email and via social media, you'll spend the time to really get to know our customer, so you can blow their socks off with your charm and helpfulness.

You'll be an A-star student of Loaf product knowledge, so you can answer any question a customer throws at you with passion and confidence. You'll anticipate the customer's next question before they've even asked it. And you'll always be on the look-out for an opportunity to go the extra mile, so they experience a top-notch service like nothing they've ever felt before.

Key Responsibilities

To deliver a top-notch customer experience you'll:

  • Dive into responding to email tickets and live chats, answering customer queries brilliantly and efficiently
  • Be super alert to when our phones ring, helping the team to answer customer calls within just a few seconds
  • Have every caller at hello and exceed their expectations with your charm and helpfulness
  • Maintain the Loaf image to the highest standard by priding yourself on great syntax, spelling and grammar in your email replies
  • Speak/write about our products and brand with confidence and passion, mastering your knowledge about our Loafy wares and developing your ability to recall their unique selling points at any time
  • Aid customers with their decision-making, providing honest opinions and styling advice
  • Look for opportunities to helpfully suggest additional products to complement the choices our customers make so their homes become true havens to kick back and relax in
  • Actively listen and be genuine in responses. Champion our customer's best interests, pop yourself in their shoes in every instance and understand their needs so you can best fulfil this. And keep an ear out for opportunities to surprise and delight by sending nice, personalised gifts - do they have pets, kids, about to move house, about to have a baby?
  • Go the extra mile for our customers, anticipating their next question before they've even asked it and going above and beyond whenever there is an opportunity to do so
  • Process sales orders and card payments efficiently and accurately to ensure every order goes through smoothly from the moment it's placed through to delivery and beyond
  • Ensure you leave detailed notes against a customer's order so your fellow Loafers can easily work out what is happening if they need to speak to the same customer

By leading by example you'll:

  • Be an ambassador for the brand, taking pride in representing Loaf and support us with our mission to help people lead happier, more relaxed lives
  • Work to the highest possible standards for your customers and expect the same of your fellow Loafers
  • Work like a pro, always being on time, showing positivity and kindness towards your colleagues and helping to keep the work environment clean and tidy
  • Commit yourself to becoming a student of our brand, our products, processes, systems and our customer experience ethos so you can be the very best Loafer you be
  • Uphold our Cor! Values and adhere to the Loaf Sales Policy

By being a team player you'll:

  • Build a great rapport with other teams across the business who will support you in getting the things done that will enable you to deliver a top customer experience
  • Challenge yourself and your fellow Loafers to constantly analyse the experience we deliver and discuss ways we can do things better
  • Help support and train newbies who join the team

Skills and Attributes:

Essential:

  • Proven previous experience working within a customer-facing role
  • Top-notch communication skills - both verbal and written - with a high attention to detail and a strong grasp of grammar, punctuation and syntax
  • A great listener with emotional intelligence and a natural ability to connect with people of all walks of life
  • Highly motivated, not settling for anything but the best
  • A quick learner with bundles of common sense
  • Super organised with an ability to stay calm when the pressure dials up a bit
  • The ability to work independently, show initiative and be accountable
  • A fusspot about attention to detail and organisation
  • A great team player with the ability to promote and help build a positive work environment
  • Flexible and adaptable with the availability to work shifts and muck in when needed
  • Obsessed about interiors and the Loaf brand
  • An all-round good egg who brings good vibes and energy to work each and every day

Desirable:

  • Previous sales experience, including working towards commercially set targets
  • An awareness of the local market and Loaf's customer base
  • A creative type
  • The ability to identify areas for improvement and convey these effectively and positively to the team
  • Working knowledge of Zendesk and Microsoft Dynamics Nav

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