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Customer Service & Sales Assistant

Keswick Flooring Ltd
Job LocationThetford
EducationNot Mentioned
Salary£16,500 - £20,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

About the role:The position we are looking to fill is for a dual role. Firstly, as a key member of our Customer Care department, assisting customers with their issues and providing solutions and secondly a Sales Advisor, helping customers select the right floor for their environment.The workflow will vary, and at times, you will be under pressure, being required to provide a high-quality service whilst working with set timescales.Customer Care - What you’ll do.As a Customer Care Support Advisor you are assigned to assist our customers with any issues they may encounter after they have purchased from us. You will explore and troubleshoot our customers issue, over the phone, by email, Live chat or face to face with the utmost professionalism and courtesy. You will be responsible for our customers experience with flooringsupplies when they are facing difficulties and you must have a thoughtful and empathetic approach to them.The type of issues you could expect to assist customers with include:

  • Delivery issues. Late deliveries, failed deliveries, lost product, property access issues. You will work closely with the outsourced courier companies we use as well as our own fleet drivers to resolves these issues quickly and efficiently.
  • Damaged product. Accessing the extend of damages with the customers. Advising how to install if damage is minimal. Organising uplift and replacement of product to suit our customers schedule. Submit claims with our outsourced couriers.
  • Product Returns. Accessing if we are able to accept a customer’s return. Determining if we can offer a courier collection service. Advising which locations, the customers can return the product to. Administrating return information to our customers. Updating our internal systems when product has been returned to ensure our customers receive their refunds promptly.
    • Sales Advisor What you’ll doAs a Sales Advisor you will become a brand advocate to enable you to provide our customers with an easy and stress free experience. Offering advice and sharing product knowledge to ensure the customers purchases the product that is right for them.
  • Communicating to a wide range of customers to deliver a first-class experience to promote and sell all products on behalf of the company.
  • Working closely with colleagues to ensure every customer receives the required advice to assist in finding the product that suits their needs. We interact with our customers by phone, email, live chat and live chat video as well as face to face in our stores.
  • Support and liaise with colleagues to achieve shared objectives and goals.
    • About you:Having a fantastic customer service experience relies on our team knowing what excellent service looks, sounds and feels like, as this is really important to us and as such we are looking for an enthusiastic and motivated candidate to join our Customer Care team at our Showroom office in Thetford.You will need
  • An empathetic and accommodating attitude.
  • Have a customer-centric approach with the ability to listen to our customers needs.
  • Excellent written and verbal communication skills.
  • The ability to keep emotions under control when dealing with irate and hostile customers.
  • To maintain the company’s positive image by assisting our customers with a high level of professionalism.
  • To be able to work in a fast-paced environment using computers and phones to communicate with customers and record pertinent information.
  • Excellent attention to detail to ensure the correct information is recorded for customer enquiries and concerns.
  • To think on your feet and provide quick, effective solutions.
  • To demonstrate the ability to learn about and explain the company’s products and services.
  • Have a flexible approach to duties with willingness to adapt and learn.
  • Be familiar with Microsoft Office and email applications. Computer skills are essential for this role.
  • Flooring industry experience is preferred, but not essential.
    • About us:We are genuinely proud of our heritage and humbled that it all began over 35 years ago, with one innovative man in a van who had the vision to be one of the first ever flooring companies to sell online in 1998. Today flooringsupplies is a thriving national and international online company offering products and services throughout the UK, Ireland and beyond. We are the UK’s leading online supplier of wooden, laminate and vinyl flooring products offering our customers the best products at competitive prices with outstanding customer service. We are looking for the right candidate to join our honest, ambitious and motivated team to support our growing online business and presence within the high street marketplace.Why work for us
  • Company contributory pension plan.
  • Substantial discount for you, your friends & family.
  • 28 days of annual leave per year including public holidays.
  • Relaxed, friendly working environment.
  • A progressive and innovative organisation.
  • We’re an inclusive organisation that celebrates diversity and welcomes everyone.
  • Supported to develop your skills with ongoing training and opportunities.
    • Our Promise to You:At flooringsupplies, we believe nothing is impossible. We drive ourselves and inspire others to always push for more. This passion for exceeding is what sets us apart. We strive to support our colleagues to drive team success, we win together - lose together - resolve together & celebrate together. Required skills
  • Computer Literate
  • Working Experience

    • Keyskills :
    Computer Literate Wking Experience

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