Customer Service Advisors

Job description

 

Variety and Challenge. Growth and Opportunity.

In the retail business, we move fast. We’re always adapting, evolving and innovating. And the fast pace brings variety and challenge, along with continued growth and opportunity.

Explore career opportunities at TJX, a Fortune 100 company and the world’s leading off-price retailer of clothing and homeware worldwide. Our retail chains include TK Maxx in the United Kingdom, Ireland, Germany, Poland, Austria and the Netherlands, as well as HomeSense and tkmaxx.com in the United Kingdom; TK Maxx in Australia; TJ Maxx, Marshalls, HomeGoods, Sierra Trading Post and Homesense, as well as tjmaxx.com and sierratradingpost.com in the United States; and Winners, HomeSense and Marshalls in Canada. In 2018, TJX had over $35 billion in sales, more than 4000 shops and 249,000 Associates. As a retailer committed to growth, success is always in style at TJX!

 

Job Summary

A front line role with direct internal and external customer contact and a responsibility to ensure all customers receive a timely, fair and consistent response in a manner that represents TJX Europe

 

Key Responsibilities

·  Provide quality and personalised responses to a wide variety of customer (both internal and external) queries using email, phone and social media channels
·  Assess customer requirements and aim to resolve queries first time whenever possible
·  Update and maintain system records, ensuring the relevant information and approval has been provided
·  Work within the continuous improvement culture of the business by looking for ways to improve and simplify processes and procedures
·  Follow through on and manage all customer contacts (internal and external), resolving issues to an exceptional standard in a timely and efficient manner, recording information and updating key systems as required
·  Ability to multi task (listen and type)
·  Make outbound contacts with customers to resolve customer issues
·  Perform administrative duties, such as manual processes, data entry to help gain customer insight and improve customer processes
·  Deliver all services in accordance with agreed Service Level Agreements
·  Understand operational processes and answer FAQ
·  Responsible for own development and support others to maximise potential
·  Leave all customers with a good impression of TJX Europe
·  Liaise with key internal departments where required to ensure a swift resolution of customer problems.
·  Identify and escalate priority issues, only when other options have been exhausted
·  Adhere to customer confidentiality guidance and data protection legislation
·  Work within key targets/ SLAs set by the business

 

Key Skills, Knowledge & Experience

·  Experience of front line customer service for both internal and external customers, ideally in a query based environment (rather than order taking or sales)
·  An understanding of what makes great customer service and a desire to deliver it
·  Patience and the ability to empathise and build rapport with customers
·  Attention to detail and being able to keep track of multiple tasks at once
·  Good communication skills, with excellent written and spoken English and good listening skills
·  Educated to at least GCSE (or equivalent) standard in Maths and English
·  IT literate with good keyboard and internet skills
·  Happy to work in a rota system, and be able to work weekends and/ or evenings
·  Experience of working as part of a small dynamic team

 

What's In It For You?

As proud as we are of our past success, it’s our future that excites us most. We strive to provide opportunities for growth, recognition and a competitive salary and benefits package. Share our determination to think bolder and bigger, and be part of our future. Apply now.

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