Purpose:
The purpose of the role is to provide assistance and support to customers who have questions, concerns, or issues with our products or services. You will be responsible for ensuring that customers have a positive experience and that their needs are met while working closely with our suppliers and delivery partners.
Some of the specific tasks you will be responsible for includes answering customer inquiries via phone, email, or chat, resolving customer complaints or issues, processing orders and returns, and providing information about products or services.
In addition, you will also play a critical role in maintaining customer satisfaction and loyalty by providing prompt, friendly, and effective support; building positive relationships between customers and the company.
At EWI Store the Customer Service Team is a dynamic and fast paced team, with a solution-oriented and proactive ethos. The successful candidate will be required to fit in with this culture.
Responsibilities:
Principal Accountabilities:
- Communicating with customers: The customer service executive will be the first point of contact for customers and will be responsible for responding to customer inquiries and resolving customer complaints. Communication at EWI Store is via telephone, email, in person and text as required.
- Proactive contact: We aim to contact all customer with delivery dates and information with regards to the deliveries.
- Proactive POD checking: every morning we check what has been delivered and act accordingly on any issues – ideally before the customer needs to get in touch.
- Providing product information: The customer service executive will be responsible for providing customers with accurate and up-to-date information about products and services.
- Resolving customer complaints: The customer service executive will be responsible for resolving customer complaints in a timely and effective manner, and ensuring customer satisfaction.
- Collaborating with other departments: The customer service team work closely with other departments, such as sales and marketing, logistics and warehouse to ensure that customer needs are being met and that customer feedback is being incorporated into product development and marketing strategies.
- Monitoring customer satisfaction: The customer service executive will be responsible for monitoring customer satisfaction and identifying areas where improvements can be made to enhance the customer experience. We request reviews via Google and TrustPilot from our customers.
- Providing support to other team members: The customer service executive may be required to provide support to other team members, such as providing training on customer service procedures and assisting with customer service-related tasks.
- Keeping up-to-date with industry developments: The customer service executive will need to keep up-to-date with industry developments, trends and best practices in customer service.
- Meeting performance targets: The customer service executive will be responsible for meeting performance targets, such as customer satisfaction and complaint response times.
Other Duties:
- Aiding other teams if short staffed when required e.g. logistics team or sales team.
- Ensuring the office is organised and tidy.
- Accurate filing of render or paint samples for quality control and issue resolution.
Knowledge, Skills & Qualifications:
Essential:
- GCSE or equivalent in Maths & English
- Computer literacy
- Customer Service experience
- Ability to stay calm under pressure.
Preferred:
- Driving license
- Experience of dealing with distribution and courier companies.
Experience:
- Customer Service skills, ideally in a retail, construction or distribution setting.
- Complaint resolution
- The ability to work well under pressure
- Organisational skills
- Communication/interpersonal skills
Hours & Geographical:
- Shifts of either 8am -5pm or 9am-6pm depending on needs of the business.
- Based in one location at our Aylesbury branch.
EWI Store Competencies:
Customer focus
DRIVE: Has a strong drive to delivery based on customer requirements and needs.
CUSTOMER: Responsive to customer needs. Meets customer expectations.
CHANGE: Happy to adapt if the business reacts to customer feedback.
Strategic Thinking
STRATEGY: Keeping track of issues to see if there are patterns e.g. deliveries in certain areas, mispicks.
Job Types: Full-time, Permanent
Salary: From £24,000.00 per year
Benefits:
- Company events
- Employee discount
- Free parking
- Gym membership
- On-site parking
- Private medical insurance
- Store discount
Schedule:
- Monday to Friday
Work Location: Aylesbury, In person
