Customer Service Agent - London, United Kingdom - Ted Baker

Ted Baker
Ted Baker
Verified Company
London, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

WHO WE ARE

  • QUINTESSENTIALLY BRITISH; DISTINCTLY GLOBAL.
  • At Ted Baker, we know what it means to be a truly forwardthinking designer brand. From the iconic props in our shops, to the delightful details and thoughtful touches which set us apart from the crowd. These are the qualities we see brought to life in our People.
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THE ROLE

  • 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.

MAIN RESPONSIBILITIES

  • Navigating Ted Baker's bespoke systems to manage customer online orders and product information.
  • Deal with and remedy complaints in regards 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, drop ship 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.

TOOLS OF THE TRADE

  • Previous experience with customer contact tools (Zendesk) preferable.
  • MS Office proficiency (Word, Outlook, Excel, Power Point).

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.

OUR 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
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