Customer Service Advisor
Job description Our client is an online retailer selling mid-range contemporary European furniture in the UK and Italy with websites in both countries. We have been trading for almost 5 years and are building on our success and increasing our turnover each year. We are a very compact company with staff in the UK and Rome and as we’ve grown we’ve found that we need someone to take care of after-sales issues and other aspects of running an internet based company. The successful applicant will work from home for 3 or possibly 4 days per week (if the need arises) on a self employed basis. The hours will be 10am until 4pm with 1 hour of unpaid breaks. The days of work are Monday, Wednesday and Friday. The working days and hours can be flexible but Monday is essential, apart from Bank Holidays. This is paid at £8 an hour. The job entails taking phone calls or emails from customers and dealing with all after sales issues and tasks. The issues could be queries about when their order will be delivered or maybe they have a problem with the goods when they arrive. This could be a damage or quality issue. Your job would be to find out how best to resolve the situation so that both the customer and client is happy with the outcome. The problem solving process will include communicating with the customer and either the delivery company or manufacturer by phone or email so you’ll need a friendly telephone manner with the confidence to put over the clients point of view to all concerned. The customer needs good communication from you as the situation is resolved. The customer issues are to be documented and updated with what is being done to resolve them and sent to other members of the team on a regular basis. Although the customers orders are processed and ordered from the various manufacturers by our staff in Rome your job will be to follow the order through to it’s arrival in the UK. You’ll book the customers orders out with the delivery company. In addition to the after sales issues the applicant will be required to take sales calls on a regular basis and other general tasks relating to the running of the website and be able to cover sales roles during holidays or staff sickness. Experience with CAD for bedroom or kitchen designing would be extremely useful as we offer a design service for modular living room and bedroom furniture ranges so designing room layouts could become part of your role. Your home environment will need to be office-like so that when you are taking or making phone calls the customer will not hear normal domestic noises made by children or pets etc. We will need as much notice as possible for your holidays and as you are self employed you will not be paid for days when you are not working, however the benefits of working from home are many including savings on time and travel expenses to go to work, office clothing and bought lunches. Although you’ll work from home there is daily communication with other members of the team so you will not be isolated in your work. Practical points The customer’s phone calls will be directed to you via the internet. Emails will be received and sent via our Outlook email system. You’ll need a desktop or laptop computer, and a printer and desk space so you can work efficiently. You’ll also need space to store a couple of box files for your paperwork. Your stationery costs will be covered.
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