Customer Satisfaction Executive

About LampShopOnline:

At LampShopOnline a frontrunner in the lighting industry we pride ourselves on our comprehensive range of lighting solutions and accessories. Amidst an exciting phase of explosive growth we are keen to welcome new talent into our team. Joining us means becoming part of a dynamic innovative team dedicated to excellence and customer satisfaction. Our work environment encourages collaboration and the pursuit of excellence ensuring every team member has the opportunity to make a significant impact.

Job Summary:

As a Customer Satisfaction Executive at LampShopOnline amidst our explosive growth youll become a key member of our dedicated team of Customer Satisfaction Executives all committed to enhancing customer satisfaction. Your focus will be on understanding and meeting customer needs addressing their concerns and continuously working towards improving the overall customer journey. In this collaborative role you will be instrumental in representing the voice of the customer within our organisation and driving changes that enhance customer satisfaction. Your responsibilities will include managing inbound customer service and sales calls live chat interactions and support tickets ensuring a seamless and positive experience for every customer.

Key Responsibilities:

• Customer Interaction: Directly engage with customers through various channels to resolve inquiries address issues and deliver outstanding service.
• Inbound Sales and Opportunity Identification: Manage inbound calls identifying sales opportunities and facilitating their progression to the sales team.
• Feedback Analysis: Work with your team to analyze customer feedback identifying improvement areas.
• Problem Resolution: Own customer issues ensuring timely resolution and feedback.
• Continuous Improvement: Propose and implement enhancements to customer service processes.
• Team Collaboration: Work alongside different departments to incorporate customer feedback into product and service improvements.
• Knowledge Base & FAQs: Help maintain a detailed knowledge base and FAQs for customer support.
• Enhancing Customer Experience: Use data capture to personalize customer experiences.
• Optimising Revenue Opportunities: Spot opportunities for upselling and crossselling.
• Efficient Returns and Refunds: Process returns and refunds efficiently prioritizing customer satisfaction.

Required Experience:

• Experience in customer service ideally within an ecommerce setting.
• Exceptional communication skills.
• Strong analytical capabilities.
• Teamwork skills.
• Experience with sales calls and upselling.
• Familiarity with CRM and customer service platforms.

Comprehensive Benefits Package:

• Salary:p.a. dependent on experience.
• Bonus Scheme and Profit Share: Monthly performance bonuses and annual profitsharing.
• Holidays: 22 days plus public holidays with fasttrack entitlement increase and a flexible purchase scheme for up to 10 additional days.
• Birthday and Wellbeing Days: Paid day off for your birthday and wellbeing days for personal health.
• Pension Scheme: To support your future.
• Health Benefits: BUPA cash plan for your health needs.
• Free Onsite Parking: Convenience for all our staff.

Join Our Team:

If youre passionate about customer service and looking for a role where you can truly make a difference wed love to hear from you. At LampShopOnline youll find a supportive environment where you can grow professionally and contribute to our success.