The clue’s in the name, this role is all about service. As a Customer Service Advisor, you will be the first point of call for many of our customers; impeccable communication skills are essential, along with having the ability to effectively deal with customer queries in a cool, calm and collected manner. If ‘dedicated’, ‘diligent’ and ‘decisive’ describe you down to a T, then Customer Services may just be the perfect place for you.
Customer Focus:
- Replies to customer queries articulately, professionally and in a timely manner both in person and online.
- Aims to provide an outcome with first-time response or face to face solution.
- Provides consistent, accurate and helpful information to customers.
- Ensures customer follow-up is completed within department SLAs and as necessary escalates complaints.
Standards:
- Answers queries using accurate and appropriate language in all physical, verbal and written communications.
- Completes processes efficiently and correctly, specifically transactions on POS or in AX Dynamics and when completing tasks in Zendesk.
- Maintains high standards of organisation and compliance for all working areas, both front and back of house.
Service Excellence:
- Liberty London ambassador for Customer Service to ensure exceptional quality of experience at all times.
- Delivers outstanding impressions to develop lasting relationships with customers.
- Proactively improves personal knowledge of Online and Flagship services, promotions, marketing and event activity.
- Awareness of latest trends, competitor activity and best practice customer service.
Personal Qualities and Experience:
- Customer Service within retail, hospitality or travel
- Excellent verbal, aural and written communication skills
- Professional and friendly interpersonal skills
- Trusted to work with confidential and sensitive information
- Genuine interest in Liberty London