Social Media Customer Service Advisor

We are looking for a Social Media Customer Service Advisor to join Team OB in our Support Office. This is a full time role working Sunday - Thursday.

As a Social Media Customer Service Advisor you will deliver a great customer experience and be the first on hand to answer and listen to any questions, queries, compliments or concerns.

Our customers are at the heart of Oliver Bonas so you will support and communicate effectively by following our customer service procedures and guidelines, providing exceptional service and owning any queries from beginning to end. Working towards targets and deadlines should come naturally whilst working across multiple customer channels.

As part of this role, you will monitor our social media channels and engage with our customers on these platforms along with email, phones and live chat.

Maintaining excellence as well as creating joy is what makes our Customer Service Team valued by our customers and within Oliver Bonas.

Our Support Office is based in Tolworth, near Chessington, only a 30-minute journey from London Waterloo. We offer hybrid working with a split of 3 days in the office and 2 days home working per week and are open to having conversations about working flexibly.

A bit about us …

At Oliver Bonas (OB), our values of Work Hard, Play Hard & Be Kind are integral to everything we do. Collaboration, imagination, curiosity, and teamwork are key to our success, and everyone has their part to play in making OB a special place to work.

Having fun is key, and a playful and positive approach creates an optimistic environment. We don't take ourselves too seriously, but we are serious about what we do.

Our team knows their stuff. They're confident and creative and unafraid to challenge convention to find solutions, taking accountability for their actions, but always with kindness and humility.

More about the role …

An OB Social Media Customer Service Advisor will:

• Answer customer conversations (Omnichannel environment) in a timely manner and in line with our OB tone of voice.


• Be confident communicating on the phone and online through live chat and email.


• Support aspects of the customer experience from product queries and store opening hours to delivery, tracking and customer aftercare.


• Provide exceptional customer service and admin support.


• Build strong working relationships with internal teams.


• Process customer returns, replacements and refunds through our in-house systems.


• Log and track all customer contact through our CRM system and update order statuses.


• Use internal systems to check product stock levels online and in store and where necessary.


• Collaborate within the Customer Service team to provide the best outcome for our customers.


• Handle customer data in accordance with GDPR requirements.


• Demonstrate OB Core values within our team and within your work.


• Support with monitoring our social media channels and reply to our customers via comments and direct messages and encourage private conversations as needed.


• Work closely with other departments across the business to create collaborative responses on any difficult or sensitive issues that may arise.


• Support our PR and Marketing teams with any ad-hoc customer engagement and competitions.


• Confidently escalate urgent and business critical comments or posts that you may see across our social media channels.


• Be organised and efficient with an eye for detail so no comment or message is missed.
  
  Excellent knowledge and experience of using multiple online computer systems.


• Confident Social Media user with experience across all platforms including admin access.


• Experience within customer service and being able to trouble shoot and problem solve.


• Proven customer communication skills.


• A love for the OB brand and product.


• A passion for customer service.


• Ability to manage and prioritise a variety of queries.


• Strong written and verbal communication skills.


• Calm, patient, and helpful and positive nature.


• Organised with the ability to multi- task.


• Adaptable to change and willing to embrace new ideas.


• Solutions focused and able to diffuse any challenging conversations with customers.


• Ability to work in fast-paced environment and work towards team and personal KPI's and targets.


• Confident across multiple computer systems.


Equity, Diversity & Inclusion at OB

At Oliver Bonas, our promise is to do our bit to make living a joyful experience and give cause for optimism. This promise is central to our work in equity, diversity and inclusion (EDI). To bring joy to others, we must first ensure everyone at OB feels valued, included and most importantly, can be themselves at work.

It is important to us that our brand reflects wider society and the communities in which we operate. As a result, we welcome all eligible applicants for this role however we are particularly interested in speaking to eligible candidates from the Black, Asian & Mixed Heritage communities.

Oliver Bonas is a Disability Confident Committed employer under the Disability Confident employer scheme.

To read more about our ED&I commitments, head over to the EDI page on our website: https://www.oliverbonas.com/meet-the-team/diversity

Bonas Benefits:

• Generous employee discount up to 50% off all OB products


• Free access to our 24 hour employee assistance programme with Care First - offering financial, emotional and vocational support


• Flexible holiday - 30 days (including bank holidays) - increasing to 35 days with length of service


• Annual discretionary profit related bonus scheme


• Free membership for our Westfield Health Cash Plan or Private Medical


• Auto-enrolment into our pension plan


• Free access to our onsite gym


• Cycle to work scheme


• Refer a Friend incentive


• Quarterly free lunch


• Enhanced maternity, paternity, adoption and shared parental leave


• Equity, Diversity and Inclusivity Voice network and EDI team


• Mental Health First Aider support


• Education and support throughout Looop eLearning platform