Official Specifications
Role Overview & Mandate
Executive Summary
CUSTOMER SERVICE AGENT (Part-time Weekend) WHO WE...
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CUSTOMER SERVICE AGENT (Part-time Weekend)
WHO WE ARE
QUINTESSENTIALLY BRITISH; DISTINCTLY GLOBAL.
At Ted Baker, we know what it means to be a truly forward-thinking designer brand. From the iconic props in our shops, to the delightful details and thoughtful touches which set us apart from the crowd. These are the qualities we see brought to life in our People.
We look for thoughtful, motivated team members - who know that ambition and authenticity go hand in hand. Driven by their curiosity and boundless creativity, our People are subject matter experts who fortify their team and strive to achieve new levels of success for the Ted Baker label.
THE ROLE
The role of Ted’s Customer Service Agent is to be the front-line support for Ted Baker’s global customer base; by providing information, assisting with enquiries, services and anything else Ted associated! In addition to this show capability to manage workloads and personal KPI’s alongside daily organisational tasks, resolve any customer facing communications and complaints through various channels within required SLAs.
Reports to: Customer Service Team Leaders
Saturday 9- 5.30
Sunday 10 - 4
MAIN RESPONSIBILITIES
- Responding to customer queries through allocated tickets, emails, letters, CS telephones and live chat – all managed through a tailored customer contact system.
- Navigating Ted Baker’s bespoke systems to manage customer online orders and product information.
- Deal with and remedy complaints in regards to Ted stores, customer issues and faulty goods – this is done via internal investigation and/or liaising with Ted’s retail teams.
- Daily interaction and communication with Ted’s customers, and more specifically his ecommerce and retail clients.
- Receiving and relaying order information, amending data, and fixing systematic or order issues when relevant.
- Liaise with and track status of orders through 3rd party courier companies.
- Creating and placing telephone mail orders for Ted’s customers upon request.
- Checking stock levels in multi-territory locations for customer requests.
- Contact customers to ascertain data omitted on ecomm orders, or request how orders are to be modified and or investigated.
- Demonstrate knowledge of product lines, online services, retail service, prices, delivery times, drop ship items, various marketing promotional services, and similar data, as required.
- Assists Ted’s clients in Returns and Replacements and exchanges as needed.
- Perform other assigned administrative duties from the management team.
- Show competence in the navigation of Ted’s gift card and order management systems.
- Manage processing of incoming/outgoing mail/ correspondence to or from Customer Service.
Tools of the Trade…
- Previous experience with customer contact tools (Zendesk) preferable.
- MS Office proficiency (Word, Outlook, Excel, Power Point).
Personal traits…
- Excellent organization skills and strong attention to detail
- Strong sense of urgency and ability to meet deadlines.
- Excellent communication skills with retail background.
OUR VALUES…
AUTHENTIC
We have the freedom to be our ‘best self’, being true to ourselves and others
KIND
We try to do the right thing: for each other, our communities, our planet and for Ted
CURIOUS
We are hungry to explore, innovate and think differently
COURAGEOUS
We have the confidence to be brave, have fun and discover the unexpected
INCLUSIVE
We embrace and respect individuality and celebrate difference & diversity
Ted Baker is committed to equal opportunities and embraces diversity, understanding the needs and benefits of a balanced, inclusive workforce. We do not tolerate any harassment or discrimination towards any of our candidates or employees. We are proud to be an equal opportunities employer
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