Customer Service & Sales Advisor
Job Introduction
Job Title: Customer Service & Sales Advisor
Department: Customer Service & Sales Department
Location: Beaverbrooks Head Office, Lytham St Annes
Contract: Permanent
Hours: Full Time 37.5 hours per week across 7 days, within the department opening hours of 8:30am-8:30pm
Salary: £9.64 per hour (£18,877.44 per annum) rising to £10.08 per hour (£19,727.44 per annum) after successful completion of transition period
Interview dates: 1st interviews week commencing 20th January
An exciting opportunity has arisen for a passionate and results-driven Customer Service & Sales Advisor to join our ever-growing Customer Service & Sales department at our Beaverbrooks Head Office in Lytham St Anne’s.
As a Customer Service & Sales Advisor you will aim to provide the best possible service to every customer, every time, whilst working to sales targets and striving for 5-star feedback. Handling customer queries, sales and complaints via telephone, email, social media and webchat on a daily basis, you will act as an ambassador for our Beaverbrooks brand and will ensure that a consistently high level of customer service is delivered across all methods of contact.
Shift patterns between the hours of 08.30am-8.30pm, Monday to Sunday. Shift patterns will be published 8 weeks in advance.
Role Responsibility
KEY RESPONSIBILITIES
The role will predominantly involve the following:
- Customer communication, via phone, email, web chat, social media and reviews
- Acknowledging and logging customer compliments
- Managing complaints and providing positive resolutions for our customers
- Working towards team financial targets (including over the phone sales) and being accountable for your own KPIs
- Negotiating with customers when handling ‘Price Promise’ requests
- Dealing with general phone and email enquiries from store colleagues
- Video web chat support for customers
- Reception holiday cover when required
The Ideal Candidate
ESSENTIAL SKILLS
- Experience of and passion for delivering excellent customer service within a customer-facing role
- Strives for 5-star feedback
- Results driven
- Excellent verbal and written communication skills
- Good rapport building skills and the ability to be adaptable
- Works well individually and within a team
- Self-motivated with the ability to prioritise and manage own workload
- Ability to demonstrate strong and objective complaint handling
- Good questioning and negotiating skills
- Empathetic, caring and an active listener
- Assertive and able to demonstrate good decision-making skills
- Presentable
DESIRABLE SKILLS
- Previous experience of a similar role providing customer support via web chat, telephone, email and letter
- Good typing speed and the ability to respond quickly and effectively
- Competent in Microsoft Office (Outlook, Word & Excel)
- Experience of working on live video
- Ability to influence and inspire other colleagues
- Previous experience of working to financial targets or KPIs
About the Company
WHY BEAVERBROOKS?
We’re a family business. And you can tell that when you get here. It feels like family.
From the very smallest details to the big important things. You’ll feel it in the warm and familiar way we talk to each other and you’ll feel it in the way we engage with the wider community, too.
As a company – we’re true to our word. When we say we’re going to do something, we go all out to do it. And every individual is truly valued.
Established in 1919 we now have 70 stores across the UK and provide exceptional quality diamonds, jewellery and watches as well as top name brands such as TAG Heuer, Omega, Breitling, Tudor, Gucci and Vivienne Westwood.
We pride ourselves on the work we do for local communities. We donate 20 per cent of retained profits to charity and since the year 2000, Beaverbrooks has donated in excess of £13 million to over 750 different charities.
We were awarded ‘Employer of the Year’ in The UK Jewellery Awards 2019 and have featured in The Sunday Times Top 100 ‘Best Companies to Work For’ for 16 consecutive years –ranking number 10 in 2019. Recently further recognition has also been received at the Retail Week Awards 2019, where we were awarded 'Best Place To Work'.
Ref INDRS
Beaverbrooks