Customer Care Team Mate

Overview

New Look is on the road to becoming customer obsessed and as part of this we’re expanding our Customer Care contact centre in Weymouth. We are looking for people who are passionate, innovative and understand the importance of our customers. This isn’t your average customer care team!

So if you like the sound of this and want to work in a fun, fast paced environment, read on.

 

At New Look Customer Care, we’re committed to:-

• Showing our customers that we genuinely care

• Making it easy for customers to get answers to their questions

• Adding value back into the wider New Look business

Our Advisors (known internally as Team Mates) are responsible for helping our customers via a variety of channels including live chat, social media, email and voice.

Through your conversations with customers, you’ll personally deliver our Care & Easy promise on a daily basis and contribute to the continued success of our Customer Care contact centre operation.

Accountabilities and Responsibilities:

• Contribute to a fun and happy environment by doing your best for our customers every day and being an active member of the team

• Use your engaging personality to create personalised responses to customer queries via live chat, social media, email and voice

• Treat our customers as your friends and make it easy for them to get the answers they need

• Understand New Look processes and policies but recognise when you need to go over and above them in order to retain a customer

• Aim to resolve customer queries at the first point of contact, anticipating any additional questions your customers may have wherever possible

• Spot trends and serious/sensitive issues and escalate as appropriate

• Take a genuine interest in customer feedback about the service you’ve personally provided and work with your Team Leader on any areas for improvement

• Share ideas and suggestions to management and positively challenge things that cause issues for our customers

 

Experience and Skills:

• Positive, happy disposition with some experience in a customer facing environment, not necessarily contact centre

• Genuinely passionate about working with people; customers and colleagues

• Willingness to put customers first coupled with the ability to balance customer and business needs

• Able to focus on what can be done rather than what can’t be done

• Excellent all round communication skills

• High energy levels with the ability to work under pressure and to tight deadlines

• Able to build positive and constructive relationships with key stakeholders

• PC literate

We pride ourselves in being a flexible employer. Although this is a full-time role, our colleagues work a range of patterns. If you have a specific pattern in mind, we are keen to discuss this with you in line with the output needed for the role.

Location: Weymouth, DT3 5HJ