Customer Service Advisor

Job description

re you our next Yogamatters Customer Service Advisor?

From yoga clothes to mats, props, books, gifts and dvds Yogamatters are proud to be the largest supplier of high quality, affordable yoga equipment and clothing serving the UK and further afield. Based in North London, we are continually growing from strength to strength and are in the process of moving into our next development phase. If you are passionate about yoga, lead a healthy lifestyle and want to join us during this exciting time, this is the role for you!

We are on the lookout for a positive and enthusiastic team player to come and join our team. The purpose of the role is to deliver an exceptional customer experience which is at the core of what we do. You will be representing Yogamatters to our customers over the phone, email and face to face in our North London premises, as well as at industry events.

Job description and person specification:

The aim of the role is to contribute to the success and overall development of Yogamatters, offering our customers a high quality service through helpful and authoritative advice, order processing and service.

You are passionate about people and yoga, calm under pressure and not fazed by working in a busy retail environment. Multi-tasking is something that you enjoy and you are as enthusiastic about working as part of a team as you are about taking responsibility for getting your individual jobs done. You’re a keen online shopper and pick up new systems and procedures with ease.

Even when the heat is on you recognise that service with a smile is important and you strive to portray this at all times.

Reports to: Customer Services Manager.

As this role is central to the daily running of Yogamatters you will work closely with your CS colleagues and also need to liaise with the fulfilment, purchasing and finance departments on a regular basis.

Main areas of responsibility:

• Answering customer enquiries by email, phone and face to face in our shop in a timely and friendly manner

• Taking and processing customer orders via our in-house retail management system (Micommerce)

• Liaising with our courier services to resolve delivery problems

• Providing after sales service and advice

• Processing returns & exchanges

• Keeping our shop tidy as well as maintaining sufficient stock levels

• At times you may also be required to place outbound calls to our key account holders

Key team administration responsibilities and liaising with other departments:

• Following daily, weekly and monthly administration routines

• Looking after courier claims and maintaining accurate customer records

• Liaising with the warehouse team and checking all orders prior to despatch, assisting with stock questions and handling address queries

• Working alongside the purchasing team keeping customers updated on new and out-of-stock products and processing returns

• Ensuring all payment issues and queries are dealt with in a timely manner with the accounts team

Hours: This is a full time position based on a 40 hour week between the hours of 8am to 8pm with core hours of 9am to 5pm. Shifts will include rotating weekends and evenings.

Salary: We offer a starting salary of £18,500 rising to £19,000 after successful completion of your probationary period and upon demonstration of core CS competencies. A further salary review will take place on your one year anniversary, where you have the potential to achieve £19,500 if you have demonstrated the required level of competency in all areas mentioned above.

Benefits: 20 days holiday per annum plus bank holidays, generous Yogamatters staff discount scheme, regular staff lunches, and a positive approach to training and development.

Application deadline: 5pm, Friday7th January 2016

Interview date: Wednesday, 13th January 2016

Start date:ASAP/ January February 2016

To apply for this position, please email your CV & covering letter with the position you are applying for in the subject title, telling us why you’re the right person for the role.

Due to the high volume of applications we receive, we will only be able to contact candidates who are shortlisted for interview. We will contact successful candidates for interview after the closing date for applications.