Senior Customer Service Agent

Overview

Over the last 15 years, we have made gardens our business. We have been on a mission to make beautiful furniture accessible to more people, striving to keep the quality high, and the cost low. Ask us what our aim is, and we will talk about combining style, comfort, quality, and price. We endeavor to make high-quality products that look good, feel good, and most importantly, last.

We are a small team of specialists, working closely together to make thoughtful choices at every stage. We are driven by craft, meaning we prioritise producing the best product above all else. We are focused on giving our customers something special, something to match the memories they are creating. You know that unbeatable fuzzy feeling when you wake up and the sun is finally shining.

We are a family brand.One that generations trust and buy from again and again.

Responsibilities

As a Senior Customer Service Agent, you will be responsible for providing excellent customer service to clients via various communication channels such as phone, email, and chat. You will also be responsible for leading a team of customer service agents and ensuring that customer queries are resolved in a timely and professional manner. The senior customer service agent reports to the customer service manager.

Duties & Responsibilities

• Answer incoming customer inquiries via phone, email, and chat and provide accurate and timely information.
• Respond to escalated customer queries and complaints in a timely and professional manner, taking ownership of issues and ensuring that they are resolved to the satisfaction of the customer.
• Analyse customer service data to identify trends and opportunities for improvement, and develop action plans to address them.
• Ensure that all team members are adhering to company policies and procedures and that all interactions with customers are compliant with legal and regulatory requirements.
• Continuously look for ways to improve the customer experience, including recommending and implementing process improvements and customer service enhancements.

Additional education

• Bachelor's degree in business or equivalent from a recognised learning institution.
• Additional training in customer services will be an added advantage.

Experience

Additional experience

• 3+years of experience in a call center or customer service.
• Knowledge of customer service tools, including telephony systems and chat platforms.

Additional skills

• Excellent communication skills, with the ability to communicate clearly and effectively with customers and team members.
• Strong problem-solving and analytical skills, with the ability to analyse data and identify areas for improvement.
• Ability to manage multiple priorities in a fast-paced environment.
• Demonstrated ability to lead a team, and to provide effective coaching and feedback.
• Ability to work independently and as part of a team, demonstrating a positive attitude and a commitment to providing excellent customer service.
• Flexibility to work evenings and weekends, as required.

Terms and conditions

To apply, please click the below link.

https://assessment.testgorilla.com/testtaker/publicinvitation/98c190cf-7a53-40c4-a347-bffab8600c77

Applications are to be submitted by 8th March 2023.