Customer Service Agent - Peterborough, United Kingdom - Yours Clothing Limited

Yours Clothing Limited

Verified Company

Peterborough, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

COMPANY STATEMENT:

Yours Clothing is the UK's best value plus size fashion retailer on the high street and online.

We are growing at pace, with the additions of our menswear brand, BadRhino, stocking large size menswear and our Long Tall Sally brand, specialising in tall women's clothing.

Our continued success comes from our entrepreneurial thinking and listening to our customers to deliver fashion products at the right price.

Our environment is fast paced, ever evolving and full of excitement.

Yours Clothing continues to expand and become the number one plus size fashion womenswear retailer in the UK whilst continuing to develop into new and exciting niche markets both in the UK and further afield.

SCOPE OF ROLE:

Protecting and enhancing revenue through delivering first class, timely customer service from all methods of customer contact.

Working within a busy, vibrant department this role will encompass all aspects of 'Front Line Customer Service', including complaint handling, problem solving and management of online customer reviews.

KEY RESPONSIBILITIES:

Message handling within agreed current service level delivering firsttime resolution for customer queries in line with policies & procedures
Handling incoming calls within agreed service level and standards with an aim of firsttime resolution, delivering all the customer needs in line with Policies and procedures
Return communications with customers within agreed timescales to ensure full resolution of customer queries and issues
Investigating and escalating customer issues when appropriate to enable effective resolution and continuous improvement
Utilising available systems for tracking, information gathering, troubleshooting and communication
Liaise with internal departments and third parties such as couriers for resolution of customer issues
Effectively handle any customer complaints through to resolution, ensuring all key stakeholders are informed
Taking payments and issuing refunds taking all necessary steps to secure confidentiality of customer data at all times
Day to day administration and system updates
Contributing to the continuous improvement of customer service by suggesting and assisting with improvements in processes, procedures and ways of working and delivering customer communications

KEY SKILLS AND ATTRIBUTES:

Customer service skills relationship management and putting the customer first
Problem solving and 'can do' approach
Attention to detail meticulous, thorough and right first time mentality
Time management
Ability to prioritise workloads
Selfmotivated and proactive approach to tasks
Willing to learn and able to work under pressure
A strong commercial outlook & keen business sense
Excellent organisational skills
Ability to work to tight deadlines
Good English & communication skills
Proven ability to work well within a team and to use own initiative
Proven record of good attendance and flexibility
An energy and enthusiasm to succeed
Ability to adapt to frequent change within a high pressure environment

**_
Because of the changing nature of our business your job description will inevitably change.

_**_You will, from time to time, be required to undertake other activities of a similar nature that fall within your capabilities as directed by management.