Customer Service Representative

When sleep is good, life is good. Everything just seems brighter. We wake up with energy and enthusiasm. We feel better and guess what? Even look better.

We set out in 2008 with a mission to shake up the bedding industry by providing great quality products for less. Whilst this is still an important part of who we are and what we believe in, we have evolved into becoming a champion for the amazing emotional and physical benefits of sleep. Because everyone deserves great quality sleep.

Soak&Sleep is a leading online retailer of premium bedding and bath linens. Renowned in the sector for its high-quality products, great customer service and fair pricing it has become the go-to brand for bedding that provides comfort and a night of relaxing, refreshing sleep.

Job Summary:

We are seeking a Customer Service Representative to join our team. The ideal candidate will be responsible for providing exceptional customer service and support to clients.

Responsibilities:

• Is both a brand and product ambassador delivering expert advice on our company's products, services and promotions. Takes ownership for maintaining detailed levels of product knowledge; our delivery, collection and refunds services; and weekly promotional changes on and off-site. Develops and maintains a thorough knowledge of bespoke products and general product lead-times to offer advice to B2B customers.
• Supports the Wholesale (B2B) team in onboarding new clients during peak periods (once vetted), creates tickets for new customer account requests, issues new catalogues/information in a timely manner, and takes ownership for follow-up emails. Supports the Sales and Account team by managing the VAT invoice process. Supports the wider team in managing delivery enquiries, and escalating issues to the Wholesale sales team. If managing refund admin for the week, flag large refunds to the sales team for management/escalation.
• Works as a team to resolve customer issues and enquiries across all communication platforms: 'phone; email; and onsite chat. Supports Team leader in daily/weekly tasks as requested such as returns, courier issues, swatches, short picks and customer feedback and any other ad hoc tasks. Ensures phones are covered for sales during key meetings.
• Ensures that accurate and timely resolution is given to all issues, escalating unresolved issues at the appropriate time to ensure the best possible outcome.
• Attends regular training modules on product knowledge and managing customer expectations. Understands the difference in approach to product across the B2C and B2B customer groups and maintains knowledge of best sellers. Documents learnings to ensure consistent delivery of that knowledge and flags any gaps in understanding to their team leader. Stays up to date on all delivery schedules, critical path and back order status updates and uses to manage customer expectations effectively.
• Reviews S&S website frequently to keep up to speed with site changes, promotional activity and positioning, development upgrades and product placement.
• Supports any sales-facing initiatives briefed by the Team Leader and ensures each customer is presented with the appropriate purchasing opportunities.
• Assists in ad hoc events where Customer facing expertise is needed.

Requirements:

• Experience of working in a customer-facing environment is essential. Ideally within a retail organisation at a store or head office.
• Minimum of 5+GCSEs/Levels, with a minimum of C grade in Maths and English.
• Strong computer skills with a basic knowledge of Microsoft Office & Google.
• Experience working on Zendesk or Gorgias is ideal, but not essential.
• Excellent communication and organisational skills
• Good time management and communicates upward when under time pressure.
• Is patient, polite and able to keep calm under pressure.
• Has an approachable and enthusiastic outlook to all internal and external stakeholders
• Works flexibly and takes direction from the line manager
• Works well within a team and deals with issues in a professional manner
• Quick to learn and able to think fast on feet
• Demonstrates a passion for our products and the Brand
• Numerate and accurate, with good Excel skill level.
• Documents issues clearly and concisely
• Is prepared to go the extra mile for customers.

The successful candidate will deliver industry-leading customer service and advice to our B2C and B2B customers across a variety of platforms using their in-depth knowledge of the company, its products, services and promotions. They will support the administration of our customer service processes and customer accounts.

Pay: £23,000.00-£25,000.00 per year

Benefits:

• Company pension
• Employee discount
• On-site parking
• Store discount
• Work from home

Education:

• GCSE or equivalent (preferred)

Experience:

• customer service: 1 year (preferred)

Work Location: In person