Customer Service Advisor

Overview

Founded over 20 years ago by three entrepreneurial women with a passion for beautiful, practical and comfortable homes, OKA is more than a furniture and homeware retailer: it is a love affair with living well. We inspire people to confidently create a home that reflects their personality, a space where nothing should be too precious or perfect to be enjoyed with family and friends.

British-born, today we have 14 stores across the UK – an established Interior Design and Trade business, a mail-order service and a thriving website. We know the best work is done by people who enjoy their jobs, so we create a fun and nurturing environment where everyone feels valued and is able to thrive. We are looking for an agile and proactive Customer Service Advisor with a positive attitude and entrepreneurial spirit who can help us nurture this company culture.

Reporting directly to the Head of Customer Service the Customer Service Advisor is responsible for providing best-in-class customer service support to OKA customers.

• Handling internal and external customer enquiries and complaints via telephone and email in an efficient and timely manner.
• Providing support to customers in real time on the OKA website via live chat platform.
• Owning customer enquiries and providing positive and proactive solutions to issues.
• Replying to calls, written communication and web queries in accordance with service level agreements.
• Providing feedback on customer comments and issues to the wider Customer Service team.
• Taking ownership of and completing a variety of administrative tasks related to Customer Support.
• Taking card payments over the phone and processing these accurately and securely.
• Recording and escalating complaints received on customer accounts; noting information on finance records to reflect current status.
• Reviewing accounts and referring to Finance or Tech teams where necessary.

• Previous customer collections or customer service experience.
• Experience in managing customer accounts and data.
• High levels of energy and enthusiasm and willingness to learn.
• Computer literate with good Excel and Outlook competence.
• Excellent telephone collection skills and aptitude for managing challenging customers.
• Excellent time management and organisational skills.
• Self-motivated with the ability to take ownership of prescribed workload and prioritise workload depending on business requirements.
• Excellent communicator, especially telephone manner: professional, clear, positive, upbeat, patient and friendly.
• Excellent written communication skills, particularly letter writing.
• Good numeracy and high levels of accuracy and attention to detail.
• Commercial awareness with a creative, problem-solving spirit and a passion for the OKA brand.

• Salary package £28,280 base per annum.
• 33 days holiday (including bank holiday entitlement), pro rata, plus Length of Service increments.
• Birthday day off and health cash plan.
• Enhanced maternity pay and Employee Assistance Programme.
• Eligibility for a discretionary company bonus scheme.
• Plus additional benefits including Company pension, life assurance, free eye tests, cycle to work, travel loans, social events, online wellbeing centre and more.

If successful you will become part of the OKA family, a fast-paced and dynamic business. If you would like to apply for this position, please send your CV and details of your salary expectations, notice period and right to work information via the provided link.