Customer Support Advisor

We are seeking a dedicated and empathetic Customer Support Advisor to join our fun and friendly team. As our new Customer Support Advisor, you will act as the front line of our company, providing assistance and guidance to our customers regarding products, services, inquiries, and issues they may encounter. Your primary objective will be to ensure customer satisfaction by delivering prompt, efficient, and personalised support.

• Monthly bonus of up to £200
• Offered on a hybrid basis, 3 together, 2 wherever!
• Roughly one in 3 weekends.
• We welcome applications from those wanting reduced hours/part time.

About DFS

It takes a whole lot of passion to be at the centre of what makes a house feel like home and thats just what we do at DFS. Were the leading sofa retail specialist in the UK, helping people find a comfy seat on great quality sofas since 1969.

We’re a market leader in the UK because of one thing: our people. Our people made us who we are and will drive us into our ambitious future, together. We offer incredible opportunities to get stuck into fun and meaningful work as well as learn new skills so you can really find your thing.

Are you ready to make yourself at DFS?

What you’ll be doing

• Receive incoming queries from customers over email, telephone, live chat and make outgoing calls, resolving customer issues in a timely, effective, and polite manner.
• Treat all customers fairly and with empathy, taking responsibility andfinding resolutions to their issues, aiming for a first-time fix.
• Taking time to fully understand thequeryand finding the most appropriate course of action.
• Building rapport with customers and managing theirexpectations in line with company procedures andSLAs.
• Work cross functionallywith internal departments, whererequired to ensure the best resolution.
• Keep up-to-date with and follow Central Customer Support team processes and procedures.
• Deliver a world class customer experience on each and every interaction.
• Opportunity to up-skill to working in different areas of customer support to support customer demand.

The role is for you if…

• You can provide an exceptional level of customer service.
• Ability to professionally manage customer issues effectively and through to completion
• You have excellent attention to detail and are able to follow process (internal/regulatory)
• You have a positive attitude, are aproblem solverand enjoy working in a team
• You are a brand ambassador and are able to work in line with our values, Think Customer, Aim High, Be Real
• Great communication skills (verbal and written) with a friendly and personable approach and excellent telephone manner
• Computer literate
• Strong skills in written English and punctuation as you will be communicating with our customers via live chat and email
• Previous customer service experience preferred, but not essential

DFS Benefits

• Progression and Development opportunities to grow your skills
• A huge 30% colleague discount, plus 15% friends & family discount across our Group (DFS, Sofology, Dwell)
• Generous holiday allowance the time you need to rest and relax and the longer youre with us, the more time youll get! Opportunity to purchase additional holidays each year!
• Enhanced maternity, paternity and adoption leave to give you the time you need to settle in with your new family member
• Access to a range of high street & online discounts from: Sainsburys, ASOS, Currys PC World, IKEA, John Lewis and more.
• Discounted Gym and Cinema memberships to help you unwind
• Group Pension Scheme
• Group Sharesave Scheme
• Life Assurance & Company Sick Pay
• Full comprehensive training
• Paid days to volunteer each year

Any offer is subject to references & DBS Checks

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