Cass Art
Customer Service Administrator
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Role Overview
In this role you will support driving sales through bespoke service and sales opportunities within the Customer Service department. You will support the larger team in handling all customer and membership enquiries and help to resolve all matters with ease and speed, ensuring that the company manifesto is kept at the heart of all you do.
Hours: Monday to Friday 9 – 5. This is a temporary contract until the end of January.
Key Accountabilities & Responsibilities
- Support and advise our customers when using our web, retail platforms and online content.
- Promote our membership and services to our customers along with updating and maintaining membership records.
- Work with the Customer Services Manager to maintain and develop existing relationships with key customers across all channels (Ecommerce, membership and stores) including orders, processing and account administration.
- Contact customers via phone and email to support retail orders and membership queries including outbound sales calls to prospective members, membership cancelations, renewals and payments.
- Build rapport with customers to drive retention, acquisition and sales. Actively cross sell by promoting our membership and services to our retail customers along with our loyalty schemes.
- Receive and collate member feedback to help improve services.
- Work with the Marketing/CRM teams to assess customer retention along with opportunities to engage with customers and build on sales.
- Develop a close working relationship with Store Managers to understand sales opportunities in their geographical catchment areas.
- Feedback to relevant Head Office departments on key learnings by providing insight and recommendations for our products and services.
- Work with a variety of technical solutions and platforms such as Fresh Desk, CMS, Google Sheets in addressing all issues.
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Desired Knowledge, Skills & Experience
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- Minimum 1 year Customer Service experience.
- Intermediate-Advanced knowledge of MS applications, competent using database related systems.
- Fluency in written and spoken English (essential) along with a great telephone manner and numerical skills.
- A good understanding of customer service expectations.
- Ability to engage and work well with a range of teams.
- Effective forward planning and time management.
- Great communication and negotiation skills.
- Passionate about our products and brand.
- Professional, focused and credible.
- Flexible, reliable and tolerant.
- Self-driven and results orientated.
- Energy, enthusiasm and passion
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