Customer Service Advisor

At Frasers Group we’re rethinking retail. Through digital innovation and unique store experiences, we’re serving our consumers with the world’s best sports, premium and luxury brands globally. As a leader in the industry, we’re elevating the retail experience for our consumers through our collection of established brands, including Sports Direct, FLANNELS, USC, Frasers, and GAME.

Why join us?

Our vision - we are building the planet’s most admired and compelling brand ecosystem

Our purpose - we are elevating the lives of the many with access to the world’s best brands and experiences

At Frasers Group, we fear less and do more. Our people are forward thinkers who are driven to operate outside of their comfort zone to change the future of retail, embracing challenges along the way. The potential to elevate your career is massive, the experience unrivalled. To be able to make the most of it you need to live and breathe our principles:

Are you passionate about delivering a great customer experience whilst thriving in a fun, fast-paced environment? If you are, then why not join our team and be part of one of the fastest growing retail companies in the UK.

The Role

To manage customer contacts through various channels (Web Chat, Social Media, email and Telephony) on behalf of Frasers Group. You will work both independently and as part of a team, liaising with other parties such as stores, couriers and the distribution warehouse to ensure that the customers’ experience with Frasers Group is the best that it can be.

Responsibilities

Provide excellent and personable Customer Care to Frasers Group customers through all available channels.; Work with the highest standard of verbal and written communication and utilise an agile and nimble approach to each customer’s needs.; Log, record and resolve customer contacts and issues in an efficient and professional manner across all functions within Frasers Group.; Take ownership of customer contacts and complaints and liaise with various departments, creating rapport with Store management and other Frasers Group functions to reach best resolutions and through that actively promote best practice.; Take action on customer feedback to recover potentially lost customers and/or resolve concerns.

Requirements

Excellent written, verbal and presentation skills; Passionate about providing exceptional customer service, going the extra mile to create positive experiences for our valued customers; Excellent PC literacy and a working knowledge of Microsoft packages; Ability to work well under pressure and multitask; Ability to pay close attention to detail and not scared to challenge the norm and think outside the box; Natural ability to work independently within an established team; Show respect to others in a positive manner and build strong working relationships; Strong team player and role model, capable of gaining trust from your team and peers; Enthusiastic, positive, resourceful and resilient.

Benefits

Own it and back yourself - Own the basics, own your role and own the result; Think without limits - Think, think fast, think fearlessly; Be relevant - Relevant to our people, our partners and the planet