Customer Service Agent - Derby, United Kingdom - Ted Baker

Ted Baker

Verified Company

Derby, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

TED'S MISSION STATEMENT

Our Mission is to build a successful company through the creation of a leading designer brand. By conducting ourselves in an efficient and courteous manner and by maintaining Ted's high standards and integrity, we pride ourselves in always being in a position to

satisfy the needs of our customer.

In order to protect the ethos and persona for which we have gained an enviable reputation, we always ask ourselves the question:
'Would Ted
do it that way?'

WHERE DOES THIS ROLE FIT WITHIN TED'S TEAM?
The role of Ted's Customer Service Agent is to be the frontline support for Ted Baker's global customer and client base; by providing information, assisting customer enquiries, service/workflow knowledge and anything else Ted associated In addition to this, be able to demonstrate capability in managing fluctuating workloads and adhere to personal communication KPI's alongside daily organisational tasks. Show proficiency and great customer experience in resolving customer facing communications and complaints through various channels within required SLAs.
5day shift pattern: Monday Sunday.
Mon-Fri 9:0017:30/11:3020:00
Saturday: 9:0017:30
Sunday: 10:00 16:00
MAIN RESPONSIBILITIES
Navigating Ted Baker's bespoke systems to manage customer online orders and product information.
Deal with and remedy complaints in regard to Ted stores, customer issues and faulty goods this is done via internal investigation and/or liaising with Ted's retail teams.
Daily interaction and communication with Ted's customers, and more specifically our ecommerce and retail clients.
Receiving and relaying order information, amending data, and fixing systematic or order issues when relevant.
Liaise with and track status of orders through 3rd party courier companies to best advise Ted's customers.
Creating and processing telephone Ecom orders for Ted's customers upon request.
Checking of stock levels in multiterritory locations for customer requests to assist retail sales.
Contact customers to ascertain data omitted on Ecom orders, or request how orders are to be modified and or investigated.
Demonstrate knowledge of item product lines, online services, retail services, prices, delivery times, dropship items, various marketing & promotional services, and similar data, as required.
Assists Ted's clients in Returns and replacements, as well as processing of exchanges as needed.
Perform other customer based assigned administrative duties required by the CS management team.
Show competence in the navigation of Ted's gift card and order management systems.
Manage processing of incoming/outgoing mail/ correspondence to or from Customer Service.
PERSONAL TRAITS
Excellent organization skills and strong attention to detail
Strong sense of urgency and ability to meet deadlines.
Excellent communication skills with retail background.
TOOLS OF THE TRADE
Previous experience with customer contact tools (Zendesk) preferable.
MS Office proficiency (Word, Outlook, Excel, PowerPoint).
TED'S VALUES
AUTHENTIC We have the freedom to be our 'best self', being true to ourselves and others
KIND We try to do the right thing: for each other, our communities, our planet and for Ted
CURIOUS We are hungry to explore, innovate and think differently
COURAGEOUS We have the confidence to be brave, have fun and discover the unexpected
INCLUSIVE We embrace and respect individuality and celebrate difference & diversity