Customer Service Representative

Job Description

Customer Service Representative

Sofa Club are the fastest growing sofa brand in the UK and our team is expanding! We have an exciting opportunity for a Customer Service Representative to join our team.

Hybrid Role
Hybrid Role, Office in Hertford (SG13 7GX)

About Us
At Sofa Club, we make statements not sofas. Our objective is to profitably increase sales from £20 million to £50 million. Our disruptive approach aims to reshape the industry. This is your opportunity to be part of our journey, alongside incredible individuals who are driving innovation and growth.

Purpose of Role

We're looking for a dynamic Customer Service Representative with a knack for problem-solving and a passion for delivering exceptional service. Reporting to the Customer Experience Manager, you'll be the frontline ambassador of our brand, handling customer inquiries, resolving issues, and ensuring a seamless experience. This role requires someone with strong communication skills, empathy, and the ability to thrive in a fast-paced environment. You'll collaborate closely with our team to maintain customer satisfaction and contribute to our growth.

Responsibilities:

Provide outstanding customer service via phone, email, and live chat.
Resolve customer inquiries, complaints, and escalations effectively and efficiently.
Process orders, returns, and exchanges accurately and in a timely manner.
Assist customers with product information, pricing, and availability.
Collaborate with internal teams to address customer issues and improve processes.
Stay informed about product updates, promotions, and company policies.
Maintain accurate records of customer interactions and transactions.
Identify trends in customer feedback and suggest improvements to enhance the customer experience.

Expectations:
Provide outstanding customer service via phone, email, and live chat.
Resolve customer inquiries, complaints, and escalations effectively and efficiently.
Process orders, returns, and exchanges accurately and in a timely manner.
Assist customers with product information, pricing, and availability.
Collaborate with internal teams to address customer issues and improve processes.
Stay informed about product updates, promotions, and company policies.
Maintain accurate records of customer interactions and transactions.
Identify trends in customer feedback and suggest improvements to enhance the customer experience.

Staff Perks:
Vitality Healthcare Insurance
Loyalty additional annual leave
Discount for friends and family
Employee of the month prizes
Quarterly Social events
Free on site parking
A collaborative, creative and inspiring working environment
Choice of hardware & access to the best software

Are you a perfect match? Sofa Club Principles:

Stay Hungry

- We remain driven in both business and personal growth. In an ever-changing world, we understand the importance of staying switched on. Even when challenges arise, we don’t give up and are always ready for the next one.
Be Innovative

- We’re not sofa sheep. We never follow the crowd and always pursue originality and authenticity. We’re adventurous and consistently choose bold ideas over the safe ones.
Be Committed

- We work hard & we get sh*t done! Having a genuine passion for what we do means we remain productive in our daily work. We’re all in, committed to being the absolute best at what we do.
Think of Others

- We take our responsibilities seriously. If something becomes a problem, we fix it before it affects the wider business. We also pro-actively offer help and support to our colleagues to help them perform better.
Be Reliable

- We’re people of our word, and effective communication within our team is key to our reliability. Even when facing external challenges, we prioritise deadlines and remain true to our commitments.
Be the best you

- Embrace challenges as opportunities to learn. Seek feedback, and collaborate. Set yourself goals, and stay adaptable. By continually evolving and striving to be the best version of yourself, you’ll not only shine in your role but also inspire others too.

SOFA CLUB

is committed to creating a diverse and inclusive work environment, where all of our employees have equal access to opportunities and voices are heard. We respect and value all differences (seen and unseen) and strongly encourage applications from all backgrounds, which will be considered regardless of race, colour, religion or belief, gender expression, sexual orientation, national origin, pregnancy and maternity, disability or age .