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The Customer Services Centre manages all retail and online related customer contacts for the Arcadia Brands. The Centre also provides support functions for stores and other areas of the business including home shopping and mystery shopping. Reporting to the Customer Service Manager this position would ideally suit someone with complaint management experience keen to develop a career in customer services. Key tasks & responsibilities: - Provide quality responses to customer contacts in writing, by telephone and email- Respond to customer correspondence and emails in a plain English style, where necessary without the use of standard templates- Take ownership and manage own complaint caseload to reach first time resolutions- Balance business needs against customer expectations to ensure high levels of customer satisfaction- Negotiate solutions with different customer groups prioritising external customer needs wherever possible- Work within and outside the parameters of company policy, to find creative solutions to customer issues- Develop and utilise a network of contacts within head office and field teams to ensure positive customer outcomes- Demonstrate the ability to balance telephone, written and administrative work to ensure that personal targets and departmental service levels are met- Contribute to departmental meetings, focus groups, projects and training sessions as and when required Key Skills:- Ability to see things from the customers perspective and put the customer first- Good standard of literacy - Excellent listening and verbal communication skills- Proven time management skills and a willingness to take ownership of work- Demonstrable understanding of a Customer Services environment, especially complaints- Calm disposition coupled with the ability to work well under pressure- Ability to work positively as part of a team both with colleagues and management- Methodical and organised approach to ensure that all customer contacts are correctly completed- Open to receiving feedback and able to provide constructive feedback to management and other areas of the business- Ability to multi-task several different workflows and customers at any one time- Strong problem solving skills coupled an ability to negotiate through alternative solutions with the customer- Flexibility to work the required shift patterns to ensure adequate cover in the department at all timesAs the Department is open weekends and Bank Holidays, you may be required to work during these periods.

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Published at 01-05-2008
Viewed: 308 times