Customer Care Associate - London, United Kingdom - Townhouse

Townhouse

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Duties and Responsibilities:

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Issue Resolution: Effectively troubleshoot and resolve customer complaints, concerns, and problems to ensure a satisfactory resolution, while maintaining a calm and empathetic demeanour.
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Product Knowledge: Develop a deep understanding of our products, services, and offerings to provide accurate information and recommendations to customers.
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Order Management: Assist customers in placing orders, processing returns, exchanges, and cancellations, ensuring accuracy and adherence to company policies.
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Communication: Maintain clear and concise communication with customers, colleagues, and other departments to relay relevant information, updates, and feedback.
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Problem Solving: Analyse complex situations and devise creative solutions to address customer needs, escalating issues as necessary while striving for first-contact resolution.
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Documentation: Accurately document customer interactions, issues, and resolutions in the company's CRM system, providing valuable insights for continuous improvement.
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Customer Feedback: Collect and analyse customer feedback to identify trends, recurring issues, and areas for improvement in products, services, or processes.
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Upselling and Cross-selling: Identify opportunities to promote additional products or services to customers based on their needs, enhancing their experience, and contributing to revenue growth.
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Team Collaboration: Collaborate with cross-functional teams such as sales, marketing, and technical support to share customer insights and contribute to overall customer satisfaction strategies.

Qualifications:

Minimum 1 year of experience working in a customerfacing contact centre position.
Proven experience in a customer service role, with excellent interpersonal and communication skills.
Proficient in using Microsoft Office, CRM systems, e.g. Zendesk
Fluent in English
Ability to remain calm under pressure, handle difficult situations tactfully, and exhibit empathy towards customers.
Strong problemsolving skills and attention to detail.
Proficient in using technology and various communication channels.
Ability to adapt to changing processes and procedures.
A positive attitude and willingness to go above and beyond to meet customer needs.
Strong time management skills and the ability to prioritize tasks effectively.

Join our team as a Customer Care Associate and play a pivotal role in delivering exceptional customer experiences that contribute to our company's success and growth.