Live Order 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 the Live Orders Team (also known as the Live Wires as they're experts in everything to do with live and moving orders and deliveries!). You'll be offering solution based advice to our customers ensuring that you're providing process driven outcomes, paying keen attention to detail whilst working with resilience and logic.

Key Responsibilities

  • Assisting customers with amendments to their orders, always ensuring that you are leasing and communicating with relevant departments through this process.

  • Informing customers of any product delays and assisting with queries and offering solutions around delays.
  • Frequently dealing with failed deliveries and offering customers immediate solutions and advice in these instances.
  • Have a basic understanding of GDPR and how this impacts our customers.
  • Handling all queries regarding customer account information and marketing preferences.
  • Resolve all customer questions and queries via phone and email within set SLA's.
  • Work closely with our Delivery Diamonds (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.
  • 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!
  • 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
  • Ensure that all systems and processes are followed with regards to deliveries

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