Customer Service Specialist - Part Time - 11.5 hours a week
- Employer
- CarpetRight
- Location
- Purfleet, Essex
- Salary
- Competitive
- Closing date
- 21 Jun 2021
View more
- Sector
- Customer Service & Call Centres, Retail, Sales
- Hours
- Part Time
- Flexibility
- Flexible working available
- Contract Type
- Permanent
Job Details
We are currently recruiting for a Customer Service Specialist to join our Contact Centre at Carpetright.
The primary purpose of this role is to own, manage and resolve all customer service issues in a timely manner, delivering fair customer outcomes in accordance with regulatory requirements and company standards.
We are the UK's largest retailer of carpets, flooring and beds and for over 30 years, we’ve helped people transform their homes through finding the flooring that’s right for their lifestyle. We have exciting growth plans and we would love for you to be a part of it!
A flavour of the key responsibilities:
- Working with autonomy, taking sole responsibility for actioning and resolving customer complaints from beginning to conclusion, determining the outcome using company service guidelines to ensure swift resolution.
- Liaising and following up with both internal and external stakeholders to support the ability to deliver swift resolutions for customers.
- Raising allowances and refunds, where required, to support the resolution of service issues.
- Managing inbound and outbound customer correspondence / contacts with all specified SLA timescales, meeting all key performance indicators.
- Maintaining effective communication with customers whose cases are being managed ensuring they are kept fully informed at all times.
- Escalating all regulated complaints, court cases and issues referred to Alternate Dispute Resolution mediation
What we are looking for:
- Previous experience in a Customer Service or Contact Centre environment
- Previous experience in handling regulated complaints would be advantageous
- Ability to remain calm under pressure and to be able to show a flexible and adaptable approach
- Demonstrable passion for customers and delivering service excellence
Company
Nearly everything you walk on or sleep in, we sell. Probably more than you ever imagined, from carpets to artificial grass, rugs to beds and mattresses. A business 50 years in the making and a market leading retailer like no other.
We promote flexible working and equality within the workplace. Whether you’re seeking a long term career with structured development and a clear path for progression or part time work during school hours, evenings or weekends – we are able to offer a variety of opportunities to suit you.
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