Customer Service Advisor – Professional

ABOUT THIS ROLE Reporting to the Customer Service Team Leader – Professional, the Customer Service Advisor will act as a champion for delivering the best in class customer service experience. You will be the first point of contact for ghd’s Salon customers from supporting with general customer queries, production knowledge, returns, warranty and more. The role operates across a variety of different channels including phone, email, chat, and social media – providing the highest level of customer service and ensuring the customer has a seamless end to end journey. This role will directly contribute to profitable growth & the delivery of financial targets for the UK and Ireland. ‘’UK and Ireland’’ is the largest and most developed markets for ghd. It is a critical territory for the sustainability of the brand at a global level. Consequently, the Customer Service Advisor plays a key part within the organisation. The Customer Service Advisor – Consumer will aspire to provide the highest standard of Customer Service is achieved and executed with excellence and leads best in class examples as a flagship market. JOB ROLE AND RESPONSIBILITIES Foster a culture of creativity and excellence Role model and champion the 5Cs framework, be Collaborative, Creative, Courageous, Connected, Committed Provide an outstanding service experience to all ghd customers on all contact channels Taking payments and placing orders with our Salon’s, providing expert knowledge on products, features, and benefits Aim to resolve all customer queries on a ‘first contact resolution’ basis whilst maintaining high quality standards and expectations Maintain a customer first approach, putting the customer at the heart of our decisions and ensuring our service matches the quality of our products Always adhere to data protection and GDPR policies, ensuring that customer data is protected and secure Achieve and maintain personal KPI’s and department service levels Effective and clear communication both written and verbal, ensuring the brand voice is maintained across all communication channels Accurately maintain and update customer profiles and information as required Undertake training related to the role, including but not exhaustive: Product awareness, trading standards, product testing, legal knowledge, and objection handling Other duties as required by your Customer Service Team Leader or Customer Quality & Experience Manager KEY SKILLS & ATTRIBUTES Experience working in a Contact Centre or retail environment Excellent written communication skills, with good spelling and grammar Professional telephone manner and great listening skills, with the ability to empathise, objection handle and problem solve A positive outlook with a ‘right first time’ mentality towards customer, colleagues, and process Computer literate, with experience in MS office and other Customer Service solutions/programs Self-motivated, passionate, empathetic individual with a positive attitude, “can do” approach and entrepreneurial growth and ‘anything is possible’ mindset Resilience and Agile to the dynamic nature of the ever-changing market and business needs Strong organisational skills, an eye for detail and ability to juggle multiple projects and ability to multitask under pressure in a fast-paced environment Demonstrate ownership and accountability, can give examples of taking measured risks to achieve results Enthusiastic, energetic outgoing, determined to win Act with transparency and integrity Create a climate of inclusion and diversity Actively live and breathe the ghd brand UK based with the ability to travel within UK/ROI without restrictions.

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