Online Customer Service Responsible

Kaplan Doğal Taş Mermer Mad.

Tiles DIY, founded in 2003, is a proud Turkish brand that supplies high-quality floor and wall tiles. We serve our customers seven days a week in one of our seven stunning showrooms or through our fast-growing online store. Our impressive inventory levels and efficiently designed operational cycles help us maintain quick and timely order dispatch to our customers across the UK.

We are working to ensure that we're providing our customers with the best possible experience, and so we're on the hunt for an Online Customer Service Responsible to join us.

Location  : Izmir / Bayraklı

Job Type : Full-Time 

You will be responsible for dealing with the day-to-day enquiries from customers via live web chat, email, telephone, and social media. You will be answering questions and queries throughout the day online so you must have clear, accurate written communication and be confident answering queries.

You will be responsible for dealing with the day-to-day enquiries from customers via live web chat, email, telephone, and social media. You will be answering questions and queries throughout the day online so you must have clear, accurate written communication and be confident answering queries.

 Here is a breakdown of what you’ll be doing:

• Assist customers with all lines of enquiry which will include product queries, returns, delivery, damages, payments and more
• Be the first point of contact to resolve customer issues and complaints across online store in a timely manner, communicating through email, phone, live chat and social media
• File and track claims with an external delivery company for damage in transit reported by customers.
• Ensure that an excellent customer experience is given to every customer, every time
• Take a proactive approach, anticipating and preventing any barriers to a totally seamless customer experience, by going above and beyond.
• Be committed to meeting KPI’s including productivity targets; playing a key role in helping the department to achieve its overall goals.
• Work with your colleagues and third-party logistics company across Customer Care to continuously strive to improve service and knowledge through regularly sharing customer feedback.

The type of person we are looking for:

• Previous experience in a contact centre environment or customer service role
• A high level of customer service skills is essential, retail experience is a plus but not essential.
• Excellent written and verbal communication skills
• Strong problem-solving skills
• Ability to work at pace whilst maintaining a strong eye for detail
• Excellent keyboard and written skills with precise grammar and spelling
• Confident and proactive approach
• Flexibility to work shifts - This will include weekends and during busy periods there may be an expectation to work additional shifts
• Being flexible to cover telephony, webchat, and email

We recognize and celebrate the benefits that diversity brings to our workplace, our business, and our customers. We welcome and will consider all applications regardless of race, nationality, religion, colour or gender.