Customer Service Assistant

Description:

We are looking for a confident, self-driven and enthusiastic team member with a can-do attitude. Organisation and numerical skills are paramount to this role and the successful candidate will also have excellent communication skills (written and verbal), with a professional and personable character. You must take pride in your work, be able to work well autonomously and be an all-round people person. The candidate will be able to work well under pressure, through effective time management, prioritising workloads with efficiency and accuracy. Above all else, have a positive hardworking attitude and commitment to the challenge of working for an exciting young business. The Tom Raffield team are passionate about maintaining a fun, social working environment and are looking forward to welcoming the right person to our small yet ambitious team.

Your key responsibilities

• Represent the brand to standards set out in training.
• Be a key support to the wider Customer Service team.
• An important role in the wider Marketing & Sales team with a drive to deliver weekly and monthly tasks and sales targets.
• Direct customer facing role to provide customer support to all sales channels – B2C, B2B and retail accounts.
• First point of contact for all customer enquiries via telephone, live chat and email (Zendesk)
• Completing assigned Zendesk tickets and ensuring all enquiries responded to within 24 hours, as per our set SLA.
• Processing orders for all channels using Shopify and Unleashed.
• Outstanding product knowledge to help generate and convert sales.
• Carry out Customer Showroom appointments.
• Be flexible and pro-active to support with any necessary changes to priorities, tasks and sales targets.
• Receipt and process returns alongside our logistics team. Organise returns directly with customers, booking collections with relevant courier.
• To provide a prominent role in after sales support linking to logistical requirements, highlighting any issues, delays or changes between various departments.
• General office administration for the smooth running of Tom Raffield Customer Service, Marketing and Logistics teams.