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Customer Service Expert
3 weeks ago
We are seeking a Customer Service Expert to join our team. As a key player in effectively managing and responding to customer complaints, you will play a pivotal role in delivering exceptional customer experiences.
Key Responsibilities:- Deliver streamlined, proactive, and consistent complaints resolution across multiple channels.
- Manage and resolve all customer complaints and enquiries via phone and email.
- Provide clear direction and instruction to customers on product returns, store experience, online order enquiries, supporting vulnerable customers and customer complaints resolution.
- Liaise with numerous stakeholders throughout the business to ensure effective resolution of customer complaints and issues.
- Previous experience working in a multichannel customer service environment.
- Minimum 3 years' experience investigating and resolving customer enquiries, including handling sensitive and high-stakes interactions and managing complex, escalated customer complaints.
- Experience in a process driven environment following strict compliance and regulatory procedures.
- Proven ability to self-start and organise a complex workload and work to deadlines.
- Excellent communication skills and ability to empathise with customers across multiple channels.
- Strong stakeholder engagement skills.
- A proactive approach to achieving KPIs and meeting targets.
- Experience providing detailed summaries and identifying trends in customer complaints and feedback for operational meetings and forums.
- Flexible hybrid working options through our flexible working policy.
- A team member discount card that gives you a discount at various retailers.
- Access to exclusive discounts and benefits in areas such as entertainment, travel, lifestyle, and health.
- Eligible team members can participate in a bonus program.
- Inclusive parental leave with ongoing support for team members of all backgrounds and family circumstances.
- A dynamic learning and support program.
- Opportunity to fast track your career through our mentorship program.
- A recognition program where you can be nominated by your peers to win prizes.
- Great career opportunities across a broader group.
