Job Description
Company DescriptionAt Frasers Group we’re rethinking retail. Through digital innovation and unique store experiences, we’re serving our consumers with the world’s best sports, premium and luxury brands globally. As a leader in the industry, we’re elevating the retail experience for our consumers through our collection of established brands, including Sports Direct, FLANNELS, USC, Frasers, and GAME. Job Description This role is based within our head office customer service team and provides excellent service to customers who would like to or have purchased from us. The role requires you to be a brand ambassador, always representing at the highest level using multiple channels.You’ll be proactive, organised, with the ability to prioritise. You’ll also work to target KPI’s, alongside demonstrating a high level of professionalism in all communication, reflecting company standards. This role requires flexibility and is based in our Chelsea offices.Working alongside the trade, delivery, warehouse, and store teams, the customer service team works to help our customers choose and create their perfect living space and resolve any queries pre or post delivery.Deliver a seamless and stress-free experience whilst recognising the importance of customer careWork collaboratively with team members and other departments to deliver positive and helpful resolution of customer support questions received through e-mail, phone and social media.Provide relevant information regarding our products to enable customers to make informed decisions before purchasingCreate and manage customer quotes with sales conversion targetsResolve customer queries & complaints about new or existing orders via telephone and email·Support customers and provide information about our 3rd party consumer propositions (Consumer Finance & Customer Fabric Insurance)Maintain exceptional product knowledge of everything current and new within the businessMeet target KPI’sCollate and log daily statisticsThe Customer Service team operate across a 7-day working week, therefore Saturday & Sunday availability/flexibility is essential. Qualifications Have experience working within a customer service rolePossess an excellent telephone manner and written communication skillsHave experience using ticketing systemsBe enthusiastic and dedicated to providing excellent customer serviceBe professional, friendly and approachable with a can-do attitude towards internal and external staff at all timesBe a strong multi-tasker who can work to schedules and deadlinesHave a proactive attitude towards resolving customer queriesWork well independently and as a part of a teamExperience within a luxury brand or with big ticket items