Organisation

Produce the highest level of work and ensure consistent productivity. Contribute to team work and liaise effectively with team members.

Feedback improvements to customer service processes in order to help bring about improvements. You will need to be flexible and open to change, with a work ethic of continuous improvement.

Ensure you develop a clear understanding of company policy regarding customer returns, complaint handling and be able to apply this in your role.

Ability to respond to credit card queries and deal effectively with all payment queries. An excellent understanding is required of the payment's menu in order to deal with any payment queries.

Communication - Need to ensure that information is reported clearly and on time to the relevant people. Must be able to liaise effectively on all levels, with excellent written and verbal skills. Ensure customer services manager or call centre manager are made aware of any relevant problems and kept up to date of the progress in finding a resolution. Ensure colleagues are kept up to date and customers are kept informed regarding any queries you are dealing with. Ensure clear and concise notes are kept of any action taken.

Must be able to prioritise and complete own workload effectively so work is completed on time. Ability to work well under pressure.

Ensure all assigned email is responded to effectively & on time to the required standard. Ensure spell checker is used on all email and that grammar is checked before each email is sent to the customer. Ensure accurate information is provided and that first time resolution is carried out.

Carry out a variety of customer service functions within the call centre. These include dealing with lost parcels, returned parcels, wrong items sent to customers, wrong parcels received by customers, faulty refunds, claims, potential and confirmed fraud, returns queries, escalations, and click & collect queries, ship from store queries, email including customer service queries inbox, letter writing, Live chat, answering phone calls and all other customer and call centre tasks.

Deal with customer complaints and queries effectively and politely; ensure customers receive excellent service from yourself and other staff members. Ensure that all customer contact is carried out on time. Ensure customers are kept informed and up to date of the progress of their query.

Ensure any difficult customer service issue is turned around positively to keep customer loyalty. Work with customers to prevent cancellation of orders and encourage buying. Use cross selling and upselling to increase order values.

Effectively provide help and support to customers through all means. This includes online help via the medium of Live Chat.

Effectively deal with customer complaints & communicate via Live Chat politely, ensuring customers receive excellent service from yourself. Ensure chats are responded to within the allotted time frame & the customer is kept up to date on the progress of their query.

Be flexible in providing cover and working additional hours where required, particularly during peak periods.

Become familiar with the Brand objectives, Brand competencies, aims, ethics and aspirations of the Company and sustain and promote these. Participate enthusiastically in the growth and prosperity of the Company.

Ensure the Health, Safety and Welfare is maintained within the department by adhering to safe working practices.

Ensure compliance with any legislative requirements affecting sphere of operation e.g. Employment, Equal Opportunities, Transport, Working Hours, Health and Safety, etc. Ensure compliance with the French Connection Terms and Conditions of employment.

Carry out any 'ad hoc' assignments as may reasonably be required.

The customer service role will be to provide a customer service function within the call centre. You will be responsible for providing excellent customer service to our customers at all times. You will be knowledgeable and experienced in all areas of customer service and be able to provide an excellent level of service.