Boden is a British clothing retailer seeking Customer Service Representatives to provide an excellent level of customer service. The role involves interacting with customers through various channels and ensuring a positive experience while achieving productivity and quality goals.
Responsibilities
- Be an ultimate Boden brand ambassador, bringing the brand values to life, provide an amazing experience and bring joy to customers on every contact
- Interact with national and international customers through calls, chat and email channels
- Assist customers to place orders, provide helpful and accurate information regarding sizing, selection, availability, promotions, shipping etc.; Accurately collect and securely enter customer details and payment information
- Work to actively understand customer questions, concerns, problems and complaints; Maintain composure at all times, responding with charm and care; Provide helpful resolutions that aim towards a positive customer outcome and experience
- Achieve set productivity & KPI metrics to ensure success and a high level of efficiency
- Achieve set quality goals to ensure success and an excellent customer experience
- Actively attend and participate in ongoing training, individual coaching and performance feedback conversations to ensure that exceptional quality of service is delivered to customers and individual performance and productivity standards are met and maintained
- Follow guidelines and ensure legal compliance is maintained regarding Data Privacy and Data Protection (DPA, GDPR, CCPA, etc.) laws and PCI compliance
- Process, as directed or needed, various administrative customer tasks including, but not limited to processing unsubscribes, returns paperwork, mail, refunds/charges in digital financial platforms, review orders for fraud, defend chargebacks, etc
- Consult with Supervisors as needed to obtain suggestions and guidance to resolve customer concerns and maintain a positive customer experience
- Work collaboratively with fellow CSRs, Supervisors and Managers to support timely and efficient customer contacts and experience
- Proactively look for and share suggestions on ways to improve the customer experience; Document customer feedback and send to the appropriate teams/people
- Raise up any technical issues, bugs, concerns or problems to the appropriate parties to support safe and efficient technical operations
- Additional duties as needed
Skills
- Excellent verbal, written skills, with an ability to both listen well and respond thoughtfully
- Excellent customer service skills with ability to maintain composure and patience while being personable and attentive to the customer's needs or concerns
- Proficiency in typing
- Fluency with reading, writing and speaking English
- Comfortable to utilize a computer with familiarity in Microsoft Word and Excel
- Ability to work as part of a team and receive ongoing feedback regarding performance
- Passion for delivering an extra special experience to customers
Benefits
- 401(k)
- 401(k) matching
- Dental insurance
- Disability insurance
- Employee discount
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Referral program
- Vision insurance
Company Overview
Boden is a seller of clothing women, men, and children. It was founded in 1991, and is headquartered in London, England, GBR, with a workforce of 501-1000 employees. Its website is https://www.boden.co.uk.Company H1B Sponsorship
Boden has a track record of offering H1B sponsorships, with 1 in 2022. Please note that this does not guarantee sponsorship for this specific role.
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