Customer Service Advisor

Dreams; High Wycombe; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Quarterly bonus

Staff discount on Dreams products

Private healthcare

Holiday buy-in

On-site parking

Wellbeing support

On-site gym

Job summary

Dreams is seeking Customer Service Advisors on a 6-month fixed-term contract to deliver outstanding service through effective communication and issue resolution. You will respond to inquiries via phone, email or chat, record interactions, help customers navigate products, and collaborate with colleagues to improve service quality.

A fast-paced environment, strong IT skills, and a team-focused attitude are essential; you’ll help reduce refunds and uphold company policies.

Qualifications

• Proven customer service experience in a fast-paced environment.
• Excellent IT skills including Microsoft Office and bespoke systems.
• Ability to cope in a constantly changing and demanding environment.
• Put customers first and support colleagues to achieve goals.
• Strong team player with proactive mindset.

Responsibilities

• Respond to customer inquiries via phone, email or chat in a professional manner.
• Identify and assess customer needs, providing accurate information and effective solutions.
• Assist customers in navigating products/services and resolving concerns.
• Record and maintain accurate customer interaction details in order management systems.
• Collaborate with team members to share insights and improve service quality.
• Uphold company policies and procedures to ensure consistency and compliance.
• Strive to meet and exceed individual and team performance targets.
• Provide appropriate resolutions and guidance following established procedures.
• Prevent cancellations and resolve issues with faulty/damaged goods following the Faulty Goods Procedure.
• Ensure all communications are professional and aligned with company guidelines.

Skills

Customer service

IT skills

Communication

Teamwork

Tools

Microsoft Office

CRM systems

Job description

We`re looking for Customer Service Advisors to join our team on a 6-month fixed term contract. In this role, you will deliver outstanding customer service through effective communication and issue resolution. Build positive customer relationships, collaborate with teams, and contribute to ongoing improvements, ensuring a superior customer experience and fostering brand loyalty.

Ready to skip the snooze button and get stuck in? Here`s a taste of what you`ll be doing day-to-day

• In a very fast paced environment Respond to incoming customer inquiries via phone, email, or chat in a professional and courteous manner.
• Identify and assess customer needs, providing accurate information and effective solutions.
• Assist customers in navigating our products/services and resolving any concerns or issues.
• Record and maintain accurate customer interaction details in our order management systems.
• Collaborate with other team members to share insights and improve overall service quality.
• Uphold company policies and procedures to ensure consistency and compliance.
• Strive to meet and exceed individual and team performance targets.
• Provide appropriate resolutions, help and advice to customers in line with established procedures, this includes but is not limited to: Offer agreed incentives to reduce refunds and
• Prevent cancellations, resolve issues with faulty and damaged goods by following the Company`s Faulty Goods Procedure
• Ensure that all communications, both written and oral, are always professional and of the highest standard and in line with Company guidelines.

This is the type of person we`re dreaming of:

• Proven customer service experience gained within a fast paced customer facing environment. Excellent IT skills, including Microsoft Office suite, bespoke systems etc. Ability to cope in a constantly changing and demanding environment.
• Ability to not only put our customers first, but also their colleagues
• Excellent telephone manner and verbal and written communication skills.
• Ability to manage individual work loads and being proactive.
• Someone that is a real team player and looks to help their fellow colleagues.

In your dream role, you`ll also receive:

• Bonus: A quarterly bonus scheme to regularly recognise the hard work and dedication of our superstar dreamers.
• Discounts: Amazing staff discount on Dreams products, plus hundreds of brands including restaurants, holidays, and shopping.
• Buy-in schemes: You`ll have the opportunity to buy extra holiday, private healthcare, or savings and loans.
• Parking: We know it goes without saying, but our free onsite parking gives you peace of mind when you travel.
• Wellbeing: We partner with the Retail Trust to offer a 24-hour helpline with a variety of support services, as well as hosting an out of hours GP service.
• On-site gym, Step into our newly refreshed, free on-site gym, where you`ll find everything you need to stay fit and energized.