Customer Care Advisor

Dunelm; Leicester; On-site; GBP 21,000 - 27,000; Full time

Job summary

Dunelm in Leicester is seeking a Customer Care Colleague to be the first point of contact, handling orders and queries to keep customers satisfied.

You will manage made-to-measure orders, answer via phone, email and chat, and record interactions in the CRM, contributing to fast delivery and great value. Join a friendly team working with stores, digital growth and product teams to ensure excellent service across all touchpoints.

Qualifications

• Clear and effective verbal and written communication.
• Strong customer service orientation focused on satisfaction.
• Problem-solving ability to identify and resolve issues.
• High accuracy in handling orders and customer data.
• Ability to manage multiple tasks and prioritise.
• Proficiency with CRM systems and related software.

Responsibilities

• Order Management: Process and manage customer orders for made-to-measure blinds, shutters, and window treatments from initial inquiry to delivery.
• Customer Support: Address customer queries and concerns via phone, email, and chat, ensuring timely and accurate responses.
• Issue Resolution: Resolve any issues related to orders, deliveries, or product quality, working closely with other departments as needed.
• Product Knowledge: Maintain a thorough understanding of our product range to provide informed advice and recommendations to customers.
• Customer Satisfaction: Monitor and strive to improve customer satisfaction metrics, ensuring a positive customer experience at all touchpoints.
• Documentation: Keep accurate records of customer interactions, orders, and resolutions in our CRM system.
• Feedback: Collect and report customer feedback to help improve our products and services.

Skills

Communication

Customer Service

Problem Solving

Attention to Detail

Time Management

CRM Systems

Tools

CRM systems

Job description

Overview

As a Customer Care Colleague, you will be the first point of contact for our customers, ensuring their orders are managed efficiently and their queries are resolved promptly. Your primary goal is to maintain high levels of customer satisfaction through excellent service and support.

Made to Measure is an exciting area of growth for the business. It is our mission to ensure Made to Measure is made easy. We want to be the Trusted home of UK crafted curtains, and blinds, delivered quickly at great value.

We work closely with many other areas of the business but most notably stores, store operations, digital growth, product and design teams.

What you'll be doing

• Order Management: Process and manage customer orders for made-to-measure blinds, shutters, and window treatments from initial inquiry to delivery.
• Customer Support: Address customer queries and concerns via phone, email, and chat, ensuring timely and accurate responses
• Issue Resolution: Resolve any issues related to orders, deliveries, or product quality, working closely with other departments as needed
• Product Knowledge: Maintain a thorough understanding of our product range to provide informed advice and recommendations to customers.
• Customer Satisfaction: Monitor and strive to improve customer satisfaction metrics, ensuring a positive customer experience at all touchpoints.
• Documentation: Keep accurate records of customer interactions, orders, and resolutions in our CRM system.
• Feedback: Collect and report customer feedback to help improve our products and services.

What we'll look for in you

• Communication: Clear and effective verbal and written communication skills
• Customer Service: Strong customer service orientation with a focus on customer satisfaction.
• Problem-Solving: Ability to identify issues and resolve them efficiently.
• Attention to Detail: High level of accuracy in managing orders and customer information.
• Time Management: Ability to manage multiple tasks and prioritize effectively.
• Technical Proficiency: Proficient in using CRM systems and other relevant software.