Company Intro
Established in 1985 & being an early adopter of ecommerce in 2006, Kiddies Kingdom has grown to be the UK's No1 Online Baby & Nursery specialist. Still a very much family owned business, we are big enough to cope but small enough to care. We don’t just want to offer our staff jobs, but careers. Why not join us and play your part in making Kiddies Kingdom the nations ‘go to point’ for baby shopping!Job Purpose & Spec
The role of the Customer Service Representative is to take personal ownership of customer communication by answering telephone calls providing a first class experience for customers by utilising questioning and listening skills to understand the customer need. Taking ownership of the customer needs from first contact to resolution. Thinking differently and utilising problem solving skills to provide first time resolution. The candidate must be comfortable using multiple in-house computer systems.
- Ensuring a great customer experience is delivered at every touch point.
- Taking calls from customers, taking Ownership of the call
- Raising support tickets to enable tracking and resolution of the customer request
- Investigating and resolving customer complaints then closing support ticket
- Maintaining and updating the CRM database and customer service databases
- Escalating inquiries to the appropriate team, when necessary
- Checking product or service availability
- Assisting customers with registration or account creation
- Passing customer feedback onto the product or sales team to improve the organisation’s offerings
- Raising claims with couriers for lost or damaged packages
- Raising refund requests
- Process cancellationsPerson Specification/Skills
- Good Customer Service Skills
- Ability to develop and maintain good relationships at all levels
- Driven to deliver performance and results
- Customer focused
- Open minded and able to embrace and influence change
- Excellent oral and written communication skills
- Planning and organizing skills
- Initiative and decisiveness
- Able to work under pressure and to tight deadlinesStaff Benefits
- On Site Parking
- Staff & Family & Friends Discounts
- Company Events & Outings
- Individual & Team based bonusesWorking Pattern
- Long Term Permanent role
- Monday - FridayShift Options
- Full Shift (9pm-5:30pm) - 1 hour break
- 37.5 Hours per week