Job description
Ted’s Guide to what the Customer Service Agent does around here
Ted’s Mission Statement
Our Mission is to build a successful company through the creation of a leading designer brand. By conducting ourselves in an
efficient
and
courteous
manner and by maintaining Ted’s high standards and
integrity
, we pride ourselves in always being in a position to satisfy the needs of our customer. In order to protect the
ethos
and
persona
for which we have gained an enviable reputation, we always ask ourselves the question:
‘Would Ted do it that way?’**
Where does this role fit within Ted's Team?
The role of Ted’s Customer Service Agent is to be the front-line support for Ted Baker’s global customer and client base; by providing information, assisting customer enquiries, service/workflow knowledge…and anything else Ted associated! In addition to this be able to demonstrate capability in managing fluctuating workloads and adhere to personal communication KPI’s - alongside daily organisational tasks. Show proficiency and great customer experience in resolving customer facing communications and complaints through various channels within required SLAs.
Reports to: Customer Service Team Leader @ 37.5 Hours per week
5-day shift pattern: Monday – Sunday.
- Mon-Fri 9:00-17:30/11:30-20:00
- Saturday: 9:00-17:30
- Sunday: 10:00 – 16:00
Main responsibilities
- Responding to customer queries through allocated tickets, emails, letters, CS telephones and live chat – all managed through a tailored customer contact system.
- Navigating Ted Baker’s bespoke systems to manage customer online orders and product information.
- Deal with and remedy complaints in regards to Ted stores, customer issues and faulty goods – this is done via internal investigation and/or liaising with Ted’s retail teams.
- Daily interaction and communication with Ted’s customers, and more specifically our ecommerce and retail clients.
- Receiving and relaying order information, amending data, and fixing systematic or order issues when relevant.
- Liaise with and track status of orders through 3rd party courier companies to best advise Ted’s customers.
- Creating and processing telephone Ecom orders for Ted’s customers upon request.
- Checking of stock levels in multi-territory locations for customer requests to assist retail sales.
- Contact customers to ascertain data omitted on Ecom orders, or request how orders are to be modified and or investigated.
- Demonstrate knowledge of item product lines, online services, retail services, prices, delivery times, drop ship items, various marketing & promotional services, and similar data, as required.
- Assists Ted’s clients in Returns and replacements as well as processing of exchanges as needed.
- Perform other customer based assigned administrative duties required by the CS management team.
- Show competence in the navigation of Ted’s gift card and order management systems.
- Manage processing of incoming/outgoing mail/ correspondence to or from Customer Service.
Personal traits…
- Excellent organization skills and strong attention to detail
- Strong sense of urgency and ability to meet deadlines.
- Excellent communication skills with retail background.
Ted’s Values…
- Authentic We have the freedom to be our ‘best self’, being true to ourselves and others
- Kind We try to do the right thing: for each other, our communities, our planet and for Ted
- Curious We are hungry to explore, innovate and think differently
- Courageous We have the confidence to be brave, have fun and discover the unexpected
- Inclusive We embrace and respect individuality and celebrate difference & diversity
Ted Baker is committed to equal opportunities and embraces diversity, understanding the needs and benefits of a balanced, inclusive workforce. We do not tolerate any harassment or discrimination towards any of our candidates or employees. We are proud to be an equal opportunities employer.
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