Employment Opportunities

Department

Reporting to

Working Hours

Working Hours

Job Specification

Primary Responsibilities:

• Answering pre-sale customer enquiries via email, online web chat and phone
• Responsible for managing the online chat with customers.
• Reviewing customer web orders and proactive contact where there is a logical cross sell or upsell opportunity.
• Reviewing and contacting customers with abandoned baskets or stock enquiries.
• Responsible for TFC Social Channels and responding to customer reviews
• Support the running of Webinars
• Responsible for significant contribution to stores sales performance to achieve annual TFC margin targets.

Additional Responsibilities:

• Answering customer enquiries regarding stock, lead times and pricing
• Sending customer quotations and recording these in Netsuite as a CRM activity
• Supporting rental contracts across the entire product ranges for TFC
• Ensuring sales orders are dealt with in a timely and accurate manner giving the best customer experience
• Ensure that any customer complaints, issues and queries reach a successful and appropriate conclusion and where relevant escalating
  them to the Store Manager
• Supporting the team in preparing for any events or activities
• Maintaining standard of appearance of store – cleanliness and point of sale displays and wearing TFC supplied branded uniform
• Be pro-active, constantly looking for ways we can do things better and be willing to adapt to change

Person Specification

Essential:

• Experience of operating in a front facing customer service role
• Experienced photographer, videographer and awareness of off camera lighting and modifiers
• A strong customer service focus and proactive approach to resolve queries
• Excellent communication skills, both written and verbal, and ability to adapt to a diverse range of customer groups
• Ability to work independently and manage own workload, including reacting to ever changing priorities within a fast-paced environment
• A team-working ethos and ability to flexibly meet team objectives
• A proactive and innovative approach to problem solving, and ability to identify improvements to existing processes
• Resilience when working under pressure
• Be located within reasonable commuting distance of your branch office
• Be accurate, demonstrate outstanding attention to detail, and be naturally well organised
• Be a good communicator, both verbal and written, with the ability to communicate in a logical and ordered manner
• Have a strong commitment for continuous improvement
• Be keen to learn about new technologies
• Be self-motivated

Desired:

• Desire and/or experience about e-commerce and handling online customer interactions
• Have a working knowledge of Shopify or similar E-Commerce platforms
• Have a working knowledge of Microsoft Office 365, especially Word and Excel