Customer Service Supervisor

Hi! We’re Kukoon and we are revolutionising the rug industry! We are the largest independent online rug retailer in the UK and Ireland and we have a fantastic opportunity to join our tribe!

We are looking to hire a Customer Service Supervisor to take responsibility for delivering exceptional Customer Service from our HQ in Carnbane, Newry, to our customers across the UK, Ireland and beyond.

The Role

Our Customer Service Supervisor will play a collaborative role in growing, shaping and implementing high standards and processes to shape behaviours to accomplish desired results.

A day in the life of a Customer Service Supervisor:

• Resolve product or service queries by clarifying the customer’s request, determining the cause of their concern, selecting and explaining the best solution to achieve the desired result, expediting correction or adjustment, and following up to ensure a satisfactory resolution.
• Develop and improve upon clear cut working parameters to provide the best Customer Service and query resolutions possible!
• Work closely with the Operations Team, Logistics, Dispatch & Inventory to address any customer complaints and queries.
• Work closely with the Sales Channel owners and Product development team, informing them of any trending quality or listing issues to action.
• Training staff in areas of Customer Service and company policies.
• Monitoring and authenticating returns, exchanges & refunds.
• As the face and voice of Customer Service, engage with customers over the phone and email, supporting our Companies Brand Journey.
• Have fun within a positive, vibrant workplace whilst being the best at what you do!

We’d love to meet someone with..

• 2+ years work experience within a similar position.
• A natural passion for developing, supporting others and achieving results.
• A genuine empathy and unrivalled ability to listen and comprehend varying queries.
• A drive to continually improve CS processes and customer experiences - we love our customers, can you tell?
• Strong people skills, proficient computer skills and excellent phone etiquette.
• The ability to stay calm, organised, polite, and efficient under pressure.
• Outstanding communication skills, both verbal and written.
• A positive attitude who demonstrates pride in their work and has the energy to match.

What’s in it for you?

• Generous salary, bonus and pension matching
• Free Parking
• Joining the UK’s top online interiors companies, with aspirations to be the name you think of when you think of rugs!
• Annual leave that increases with length of service
• Huge staff discount - and I mean HUGE!
• Great culture and fun social activities through our Kukoon Konnects Club

We are Kukooners

We're one big tribe of misfits who thrive on collaboration but what makes us unique is our individual differences. We've created a culture of belonging and we celebrate the diversity our Kukooners add to our teams. We encourage authenticity, different views and new ideas to enable us to create a brand and products that our customers enjoy and love.

Job Types: Full-time, Permanent

Salary: £25,000.00-£30,000.00 per year

Benefits:

• Additional leave
• Casual dress
• Company events
• Company pension
• Employee discount
• Enhanced maternity leave
• Free parking
• On-site parking
• Sabbatical
• Store discount

Schedule:

• Monday to Friday

Work Location: In person