Customer Service Representative

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 13 stores across the, an established Interior Design and Trade business, a mail-order service and a thriving website.

We are currently looking to recruit a full-time Customer Service Advisor to support our Customer Service Team, based at our office in Didcot, Oxfordshire. The salary for this position is £24,960 per annum.

We operate a hybrid working model: three or more days from the office, the remainder of the week from home.

ABOUT US

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.

KEY RESPONSIBILITIES

• 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
• Full ownership of customer enquiries including the provision of 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 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
• Note recording on customer accounts and finance records to ensure they accurately reflect current status
• Reviewing accounts and referring to Finance or Tech teams where necessary

ABOUT YOU

• Previous customer collections or customer service experience
• Experience in managing customer accounts and databases
• High levels of energy and enthusiasm and willingness to learn
• Computer literate with good Excel and Outlook competency
• 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
• Ability to prioritise workload dependent on the business requirements
• Excellent communicator, especially telephone manner: professional, clear, positive, upbeat, patient and friendly
• Excellent written communication skills, particularly letter writing
• Good numeracy
• High levels of accuracy and attention to detail
• Commercial awareness
• A creative, problem-solving spirit
• Passion for the OKA brand

OUR BENEFITS PACKAGE

• 33 days holiday (including bank holiday entitlement), plus Length of Service increases
• Day off for your birthday
• Health Cash Plan
• Generous staff discount
• Enhanced Maternity Pay
• Employee Assistance Programme
• Eligibility for a discretionary company Bonus Scheme
• Plus a suite of additional employee benefits including Company pension scheme, life assurance cover, free eye tests, cycle to work scheme, interest free travel loans, social events, online wellbeing centre and more.