CX Conversation Agent – Part Time Full Time

At Loaf we make insanely comfy sofas, beds and homewares that help people lead more comfortable lives. Founded in 2008, Loaf has steadily grown each year to become one of the leading premium furniture and homeware brands in the UK. We now have 11 Shacks (stores to everyone else!), with more on the way. It’s an exciting time to join an ambitious business.

The Job

• Offer assistance to others and ask for help when needed
• Help with onboarding and buddying for new starters
• Working across telephone, email and live chat
• Help customers with sales queries, orders and order amendments, keeping other departments in the loop
• Keeping customers up to date with any product delays, handling queries and offering solutions
• Dealing with delivery failures and offering customers immediate advice and solutions in conjunction with the Deliveries team
• Providing advice, problem-solving and resolutions to customers who have experienced product issues
• Processing returns and exchanges
• Dealing with third-party furniture technicians to assess and complete repairs
• Monitor product quality issues and raise these with your manager
• Resolving all customer queries within the SLA
• Understand and comply with GDPR requirements
• Meeting daily interaction and quality targets
• Work proactively to deliver customer satisfaction scores (CSAT) to targets
• This role will require weekend working, with one day worked each weekend on a rota basis

We’re looking for

• Previous experience within a customer service role, ideally within a retail environment (experience of working within a premium brand would be amazing!) – somewhere where you’ve been used to dealing with customer queries
• First-class communication and listening skills and the ability to adapt to individual customers and ultimately win them over. There’s no script here!
• The ability to work independently and show initiative
• Excellent attention to detail
• Resilience
• A patient and calm approach
• Target-driven with the ability to multitask
• A problem solver

And what about you? You’ll need to be warm, friendly, curious, and able to provide the

knowledgeable, professional experience we offer all of our lovely Loaf customers.

Some Of Our Benefits

• 25 days holiday, increasing by 1 day each year for 3 years, plus 8 days for bank holidays
• Enhanced family leave policy
• Staff and friends and family discount scheme
• Healthcare cash plan
• EAP programme
• Shopping discounts
• Cycle to work scheme
• Half a day for Christmas shopping
• Life Assurance – 4 times annual salary

What’s it like working at Loaf?

We are a forward-thinking, friendly bunch committed to building a fabulous company with brilliant people. The customer is at the heart of everything we do and we’re always striving for better, more efficient ways to deliver to the highest standard.

As a business, we’re working really hard to be inclusive. No matter what identity or background, we want everyone to feel welcome in a place where we can all be ourselves.

We’d love you to join us on our journey.