Customer Care Advisor

Your new role…Sofology is way more than just a sofa… The sofa sits at the heart of the home, and we know how much that means to your customers. In your new role as a dedicated customer service advisor, you will be the heart and soul of Sofology’s Support Office, standing ready to embrace every after sale query, and ensuring a lasting love for their sofa. So whether it’s building relationships on the phone, problem solving or everything in between, with your brilliant product knowledge you’ll help give your customers an unrivalled customer experience, because we know that nothing feels like having the red carpet rolled out for you.A day in the life of…  A Customer Service Advisor, you’ll spend your time doing so much more than sitting! Here are just a few of the things you’ll be getting up to:You’ll treat our customers and Sofologists like they are family, offering pizazz with every experienceYou'll leave no stone unturned on your quest to roll out the red carpet for all every single one of our customers, thinking outside of the box to make sure you deliver the right first-time resolution, everytime, without exceptionTake full ownership of customer accounts and see their journey through to the end Provide an unrivalled customer experience across all channels including telephone, email, social and webchatEnsure we follow all regulatory processes and procedures and flag possible breaches Resolve queries efficiently and in line with agreed SLAs and KPIsProcess and respond to emails and general correspondence in an efficient and professional mannerEnsuring accurate notes are completed in line with customer interactionEnsuring all tasks are fully completed by taking ownershipMaintain up to date product knowledge and be a ‘Product TechXpert’ enabling you to offer the best possible advice and support to all customers and colleagueIn an ideal world… You don’t need to have telephone experience to join us. All we ask for is a true passion for delivering that red carpet experience to your customers; someone who can demonstrate a passion for delivering an unrivalled customer experience, will embrace our ‘glow or grow’ mindset and has the ability to work to deadlines by prioritising their workload.We know that none of our customers are the same and that goes for our Sofologists too - there truly is a seat for everyone at Sofology!Pay & Perks…Great basic salary with generous, uncapped team bonusPlenty of opportunities to learn & grow.30% discount across the Group, plus 15% for your friends and familyAccess to discounts at 100’s of high street retailers.Mental, physical and financial support (EAP)Enhanced maternity & adoption paySpend up to £1,500 at Currys / PC World and spread the cost through Sofology. Additional days off, whether it’s your wedding, birthday or even the arrival of your new furry friendA contributory health scheme, flu vaccines, access to a Doctor and private health checkIncome protection, bereavement and life assurance - you can count on us to be there when it matters Holiday buy back scheme (5 days)Okay, so the list just goes on, but here’s a few more…. Sharesave, volunteer days and a cycle to work scheme!A little bit about Sofology…We’re a fun place to be and we know our people are priceless. We’re proud of our Sofologists, who roll out the red carpet to each and every one of our customers, forever working together to be bold and ambitious. We’re all about crafting an unrivalled sofa experience that leaves our customers and Sofologists in awe. We wholeheartedly embody our values, infusing them in every aspect of our work. Roll Out The Red Carpet - From browsing to buying and beyond, we always ensure a Very Important Customer experience - no ifs, no buts.A Seat for Everyone - Be yourself and feel at home. We know that different backgrounds and experiences make us stronger. Bold By Design - We're a courageous brand with ambition and drive. We’ll never settle for second best and always strive for more. So, if you want to join us on the sofa, save your seat by applying now!DFS Group is proud to be an equal opportunities employer; celebrating diversity and committed to a culture of inclusion and belonging. We extend a warm welcome to everyone, embracing a variety of voices and perspectives. As we continue to work on building a workplace that is representative of the customers we serve and the communities we live and work in, we strongly encourage applications from members of minority and under-represented groups. Across the Group, we want to create an environment where everyone feels at home.