Furniturebox
Customer Success Specialist
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Location: Hybrid Working: Warminster/WFH
Department: Customer Services
Contract Type: Full Time - Permanent
Reports to: Customer Success Manager
Hours: 37.5 hour working week with 30 minutes unpaid lunch
A 37.5 hour working week with 30 minutes unpaid lunch. To be worked over a rota Monday to Friday 7am – 8pm on a rota basis, with 1 in 3 weekends to include Saturday/Sunday shifts also on a rota basis with a day off in lieu during the week. Each Monday to Friday week will have a maximum of 1 x 8pm finish.
Company Description
Furniturebox is a fast-growing online furniture business. Our mission is to make beautiful homes possible for everyone, with ease, whatever your budget. We have a gorgeous range of stylish and practical furniture for all rooms, and a helpful team ready to answer any questions, with our 4.9 Trustpilot rating showing how much we care. Our fast, free next-day delivery with 8pm cut-off and our finance options mean our products can be in their new homes hassle-free. With big plans to become the best furniture company in the UK, USA and globally, we’re all about the moments, the memories, and the feeling of truly being at home.”
Role Summary
The Customer Success Specialist will provide outstanding customer service on both incoming and proactive outgoing customer enquiries and be able to manage customer expectations and assist in resolving queries by taking ownership of issues.
The Customer Success Specialist is also responsible for the management and accurate storage and use of Customer-related data, ensuring use in accordance with company policies. They will assist customers with problems or unexpected situations, provide solutions, and ensure customer issues are resolved in a timely manner. They will develop and maintain customer relationships, maintain accurate records of customer interactions, and provide a great customer experience.
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Duties and Responsibilities
Customer Support
- Respond promptly and professionally to customer inquiries via phone, email or chat
- Provide accurate information regarding products, services, policies, and procedures.
- Assist customers in placing orders, processing returns, or managing accounts.
Issue Resolution
- Identify, analyse, and resolve customer complaints or concerns efficiently.
- Escalate complex issues to the appropriate department or management.
- Follow up with customers to ensure their concerns are fully resolved.
Customer Relationship Management
- Build and maintain strong relationships with customers to encourage loyalty and satisfaction.
- Maintain a positive and empathetic attitude towards customers at all times.
- Collect feedback to improve customer experience and service processes.
Documentation and Reporting
- Accurately record customer interactions and transactions in the CRM system.
- Prepare reports on common issues, customer feedback, and service trends.
- Maintain records of customer complaints and resolutions for future reference.
Collaboration and Communication
- Work closely with other departments to address customer needs.
- Communicate policy changes or new product information to customers.
- Participate in team meetings and training sessions to enhance knowledge and service skills.
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Continuous Improvement
- Identify areas for process improvements and suggest solutions to management.
- Stay updated on product knowledge, company policies, and industry trends.
- Uphold company standards of quality, service, and compliance.
Requirements:
Key Skills and Qualifications:
- Communication and Interpersonal Skills
- Conflict resolution
- Outstanding customer service and customer care
- Ability to problem solve
- Attention to detail
- Ability to multitask and work under pressure
- Knowledge of customer service software
- Time management skills
Requirements:
- Confident at talking on the phone to customers (essential)
- Dealing with customers in a professional and understanding way (essential)
- Good communication skills and ability to work well in a team (essential)
- Energetic and positive mentality (essential)
- Good literacy ability (essential)
- A sound understanding of using basic computer skills ie. Navigating online, using emails, typing (essential)
- Ideally would have had experience in dealing with customers previously (preferred)
- Able to work to a rota and cover regular periods at the weekend on a rota basis (essential)
- Organised and methodical approach (essential)
- Able to prioritise workload and work on own initiative or as part of a team (essential)
- Experience of working in a call centre environment for at least one year (preferred)
- Full driving licence and own transport (preferred)
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