Overview
Customer Service Advisor
Location: Brighton
Competitive Salary
A Little bit about us:
Roja Parfums is a luxury perfume house, made in England, founded by British Perfumer Roja Dove in 2011. From signature scents to home fragrances, each creation is crafted using the finest quality raw materials. Roja Parfums fragrances trigger emotions and create memories – ultimately becoming an extension of your personality.
What are we looking for:
We are currently searching for a Customer Service Advisor to join our team.
The successful candidate will have experience of looking after customers in a contact centre environment, with a high level of enthusiasm, communication and attention to detail, and puts our customers’ needs at the heart of every decision. You must be fluent in English, in order to support our key markets.
As a Customer Service Advisor, you will be at the forefront of our online business by answering customer queries, generating sales and resolving complaints.
This role requires someone who is meticulous, works well under pressure and thrives off a challenge.
What you’ll do:
o Delivering a best-in-class service that will drive an Excellent Customer Satisfaction rating by being a brand ambassador and demonstrating the ROJA values throughout all customer interactions.
o Supporting with customer contacts and responding to customer enquiries across multiple platforms at the same time within SLAs.
o Handling a high volume of incoming calls, live chat and email tickets.
o Placing customer orders and advising on products
o Responding to customer order queries and providing accurate, live and complete information, always keeping delivering an omnichannel experience across online and in store in mind
o Supporting stores and resolving issues
o Dealing with customer returns and making decisions with the best outcomes for both the customer and the business
o Working cross functionally with Head Office teams to obtain necessary information and resolve any customer issues.
o Providing feedback and supporting across the Ecommerce function
o Developing a trusting relationship with our delivery service providers to resolve any issues as quickly as possible
o Keeping up to date records of customer interactions using the relevant tools
We are looking for someone who has:
o Fluency in English both orally and in writing
o Experience working in a customer service contact centre environment.
o Passion to deliver a consistently high level of customer experience that exceeds expectations.
o A strong ability to retain and share information about the ROJA legacy, product and current campaigns to engage and excite customers.
o Patience and sympathy to actively listen to customers, build rapport and probe further as required.
o Experience on Shopify is desirable.
o Confidence using Microsoft Office Suite
We’d love to see someone who is:
- Inspired by working for ROJA.
- Exceptionally detail oriented and outstandingly organised
- A strong problem solver with a solutions-oriented approach
- Confident to make decisions within the agreed ways of working framework.
- Keen to share ideas and outcomes with the team.
- Self-motivated and able to multitask and prioritise.
- Engaged by working in a dynamic and fast paced environment.
Equality, diversity and inclusion
At ROJA, we are committed to building a representative business that is empowered by our celebration of difference and enriches our creative solutions. We are all responsible for creating a diverse and inclusive workplace. We try to inspire change and growth within each other and believe success is a result that comes from our differences. ROJA is proud to be an equal opportunity employer committed to inclusivity.
This job description is designed to outline the main duties and responsibilities associated with the role, and this is not intended to be an exhaustive list of all duties performed.
This job was originally posted as: https://thecareerwallet.com/stats/track/MTUyNjc3OTE0OS18LTE0NS18LTcw