ghd480 - Digital Customer Quality Advisor

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Posted: 07/06/2019 14:37
Start Date: Not Available
Salary: Competitive Salary
Location: Leeds Office
Level: Standard
Deadline: 28/06/2019 23:59
Hours: 40.00
Benefits: Competitive Benefits
Job Type: Permanent Contract

What’s the Job?

To provide a high level of Customer Service for ghdhair.com ensuring that all duties detailed below are executed to the highest possible standards.

This role ensures that all e-Commerce related activity and all Social Media related tasks and responses reflect the core values of the company.
 

What will I do?

  • Provide ghdhair.com customers with an excellent customer service experience via telephone, email, social media & live chat
  • Adhering to and working towards set KPIs and SLAs
  • Manage customer order anomalies ensuring that they are received in line with online delivery timescales
  • Daily management and weekly reporting of customer denial of receipts, to ensure that all queries are resolved satisfactorily
  • Daily management of customer returns, ensuring that refunds are actioned in a timely manner
  • Daily handling of calls in relation to online fraud
  • Management and reporting of customer chargebacks flagging any trends and anomalies to our third party supplier
  • Daily handling of customer reviews on third party sites as well as on ghdhair.com
  • Daily handing and reporting on onsite product Q&A
  • Support response to online marketing emails ensuring that customer responses are actioned in a timely manner. Including follow up of complaints and unsubscribe requests
  • Daily processing and recording of replacement orders via internal systems
  • Any additional duties as requested by the Customer Quality & Experience Manager  

 

What skills and qualities will I need?

  • Previous experience working within Customer Service
  • Proven written communication skills with excellent spelling and grammar
  • Excellent telephone manner and good listening skills, with the ability to be able to effectively empathize with customers
  • The ability to use initiative and resolve customer problems
  • A positive outlook and enthusiasm towards work and colleagues
  • Previous experience with handling complaints and managing own work load
  • Computer literate, with experience of MS Office applications and MS Access and should be a competent and accurate typist.

 



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