International Customer Service Advisor

Posted 9 March by White Stuff Featured
The Customer Care team provide excellent levels of customer service to the lovely White Stuff customers who shop via our shops, our website or our catalogue (or 'magalogue'). They are there to answer any query, big or small, regarding White Stuff's products, promotions, or services and make a difference to our customers to help make the world a little happier.

What you'll be doing:

• Understanding the Data Protection Act, PCI and their application to the customer service and call centre environment
Ideally, an understanding of similar compliance requirements in Germany
• Answering incoming calls and emails and dealing with queries
• New order entry, telephone, email, fax and post
• Managing any queries, feedback or escalations with the courier service, Distribution entre (DC) and Royal Mail
• Ensuring all admin work is complete and working closely with DC
• Creating open dialogue through strong relationships with key partners in the DC, to deliver and continually improve frontline customer service
• Ensuring any web-related issues that need to be resolved by the DC are escalated and completed well within KPIs/targets
• Ensuring each White Stuff customer has a positive White Stuff experience and in line with the published offer, by understanding White Stuff policies and processes
• Ensuring payments and orders are dealt with in a secure and timely fashion
• Other admin projects as advised by the Team Leader.
• Adhering to KPIs, SLAs and sales targets as set by the management team

What you'll need:

• Demonstrated customer service experience, in a multi-channel environment
• Excellent communication and interpersonal skills - to deal diplomatically with a range of people inside and outside of the business
• Proven general IT skills such as Word and Excel
• Can work individually and as part of the team
• Attention to detail
• Ability to cross sell and up sell
• Flexibility to work on a rotating shift pattern including evenings and weekends
• Cheerful disposition with a flexible and positive approach to work and others
• Previous Customer Service experience
• Excellent communication skills
• Previous experience in a sales environment whether in retail or call centre

Reference: 34648058

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