Customer Service Representative

Waterstones; Burton upon Trent; Remote; GBP 21,000 - 26,000; Full time

Job summary

Waterstones is seeking a Customer Services Advisor for a remote role with occasional travel to Piccadilly, London or Burton-Upon-Trent. You will be the first point of contact for customers across phone, live chat and email, helping with loyalty, website, availability and payments.

You will join a team focused on delivering high-quality service, work flexibly on a rota between 8am and 6pm, and collaborate with other departments to solve problems and drive customer satisfaction.

Qualifications

• 2 years customer service experience (face to face or online).
• Experience in objection handling.
• Confident speaking with customers over the phone.
• Some experience using live services preferable but not a deal breaker.
• Experience with IFS, WMS and MMS preferable.
• Zendesk experience preferable.

Responsibilities

• Deliver a high-quality service to all customers, via phone, live chat and email.
• Take end-to-end ownership of customer queries and collaborate with teams to resolve issues quickly.
• Ensure queries are responded to within agreed service levels.
• Provide regular feedback to line manager on service improvements.
• Support back-office teams with timely completion of operational tasks.
• Strive for first contact resolution where possible.
• Handle customer objections empathetically and professionally.

Skills

Customer service

Objection handling

Phone communication

Willingness to learn

Tools

IFS

WMS

MMS

Zendesk

Job description

Remote role with occasional travel to Piccadilly, London or Burton-Upon-Trent

The Customer Service team are the voice of Waterstones, we are the team our customers turn to online to point them in the right direction, help solve a problem or advise them on just how good our latest best-seller is.

As a Customer Services Advisor, you will work as part of a team to provide a highly efficient and effective first point of contact to our customers. You will utilise multiple channels within our customer service centre, to deal with a full range of enquires. Day to day you will respond to telephone, live chat and email queries in a timely and professional manner, provide advice to customers on a variety of areas including loyalty card, website, availability and payment queries.

As a Customer Service Advisor, you will gain a broad understanding of all departments within Waterstones and understand how each of those areas impacts our customers.

Shift Requirements

In this role, you will be required to work flexibly on a rota operating between 8am and 6pm, and between 8 am and 5:30 pm on weekends.

What you will be doing

• Deliver a high-quality service to all customers, achieving a high level of customer satisfaction by efficiently and effectively responding to all queries by phone, live chat and email.
• Taking end to end ownership and responsibility for customer queries. Working collaboratively with your team and other departments to ensure we find quick solutions to problems.
• Ensuring all queries are picked up and responded to within our agreed service levels.
• Providing regular feedback to your line manager on what we do well and what we can improve on.
• Supporting our back-office teams by ensuring important operational tasks are complete in a timely manner.
• Striving for first contact resolution where possible.
• Be empowered to deal with customer objections/issues empathetically and professionally.

What we need from you

• 2 years customer service experience, face to face or online.
• Experience in objection handling.
• Confident speaking with customers over the phone.
• Some experience using live services preferable but not a deal breaker.
• Experience with IFS, WMS and MMS, preferable.
• Zendesk experience preferable.

Person Profile

• Passionate about delivering the highest level of customer service and experience.
• Enthusiastic and willing to learn.
• Self-motivated, organised, and hard working.
• Can confidentially and quickly learn and navigate multiple work systems.
• A willingness to help.

Why work for Waterstones

Waterstones is the cornerstone of bookselling across the UK and Ireland. Joining Waterstones means being an active part in a success story that began in 1982, and books are as popular now as the day we started.

Trading across the UK, Ireland and Europe, we are present in over 300 shopping locations, where Waterstones continues to thrive, each year actively pursuing a programme of new bookshop openings. Online at Waterstones.com, we meanwhile mirror the essence of our bookshops, further showcasing the unique enthusiasm and knowledge of our booksellers.

If you have the relevant essential experience and you are interested, we would love to hear from you.

Waterstones is committed to encouraging equity, diversity and inclusion in the workplace, and is dedicated toward eliminating unlawful discrimination.

Our aim is to be truly representative of all sections of society and our customers, and for each employee to feel fully respected and to be able to give their best.

Diversity Statement

At Waterstones, we are committed to creating a workplace that is fair and inclusive to people from all backgrounds, perspectives and experiences, and we strive to promote an inclusive work culture.

We are working hard to ensure our recruitment processes are free from bias, and our aim is to be truly representative of all sections of society and our customers, and for each employee to feel fully respected and able to give their best.

Reasonable Adjustments

We understand that some disabled applicants may, due to the nature of their disability, find some parts of the recruitment process challenging. If you need any reasonable adjustments during any part of the interview process, please make these known either to your interviewer or the person you liaise with when setting up your interview.