Customer Service Executive

Job Description

Reports To: Customer Service Team Leader

Location: Harrow - Head Office

Salary: £18K

Hours: Monday - Friday, 8:00am - 5:00pm (Two 11am-8pm shifts/week)

Benefits: Target driven bonus scheme, Company pension scheme, 28 days holiday (increasing with service) incl Bank Holidays, Generous Staff Discount

Main Purpose of Job

You will be working from our Harrow Head Office and reporting to our Team Leader and the General Manager. Your role will be to deliver an exceptional level of service to our stockists and partners. You will be communicating with Distributors, Agents and retailers from around the world and ensuring we deliver orders accurately and on time.

The department consists of 4 full time executives, who deal with incoming customer queries via the telephone and emails between 8.00 a.m.- 8.00 p.m., Monday-Friday and 1 part time executive working 9.30am-2.30pm.

The team deal with approximately 4000 enquiries per month (daily average - 50 enquiries per day per executive).

Responsible for maintaining over 300 customer records to a high standard of accuracy.

Your primary responsibilities and key result areas will include: Service delivery

Providing excellent customer service in line with company standards, procedures and guidelines.

Effective communication

Building effective relationships with customers both internally and externally, by use of appropriate questioning, clarification and language.

Customer awareness, understanding and focus

Dealing appropriately with customer queries received via the telephone and providing written responses to confirm the outcome/action.

Decision making and problem solving

Investigating and responding to complex email and postal queries in accordance with established guidelines and after consultation with appropriate internal departments. Accurate and efficient administration

Maintaining and updating customers’ records and order processing accurately and in accordance with data protection requirements.

Working as part of a team to achieve the Sales and Customer Service Department targets and standards.

Accountability and responsibility.

Taking responsibility for own personal development, in line with agreed annual performance objectives.

About Curvy Kate

Curvy Kate is a market-leading and award-winning lingerie and swimwear brand. We specialise in the fuller bust from D to K cups and our company purpose is to make women feel fabulous about their figure!

We are a passionate and hard-working team, committed to giving the best to our roles and providing the greatest possible customer experience.

These are exciting times for the business and having seen huge growth last year we are targeting a further 20% growth for 2017.

We are looking for friendly, self-motivated people to join our team and help us achieve our goals.

About You

You will be a competent, proactive and self-motivated person. You will have a bright and positive attitude and engage well with other people.

You will have the following qualifications / experience:

• Excellent communication skills both verbal and written.
• Excellent data entry skills and attention to detail.
• A good understanding of a wholesale business and the requirements retailers have from suppliers.
• Passion for giving exceptional customer service.
• Knowledge and understanding of order processing and CRM systems.
• High standard in Microsoft Office.
• Previous experience of working in a similar B2B role will be an advantage.
• Communication written and/or oral in French or other european language would be beneficial.

You should be able to thrive in a fast-paced environment and be eager to deliver the best possible experience to our customers.

Award Winning Brand