Description About the team: At Vintage Cash Cow, our Customer Engagement Centre (CEC) team is at the forefront of delivering exceptional customer service by creating an excellent customer journey with our customers and supporting our mission to revolutionise the buying and selling of vintage, valuable and unique items.
With a focus on reCommerce, reuse and recycling, we're driving a responsible approach to consumerism and sustainability.
Backed by VC firms such as Dutch Founders Fund and Airbridge Equity Partners, we're scaling rapidly and making a positive global impact.
About the role: As a Customer Service Advisor, you will be the voice of Vintage Cash Cow, engaging with our customers and ensuring their journey with us is seamless and enjoyable.
This role is perfect for individuals who thrive in a dynamic environment and are passionate about delivering exceptional customer experiences.
You'll work to meet individual and team targets, contribute to continuous improvement initiatives, and help shape a high-performing and collaborative team culture.
Getting Started… Develop a strong understanding of our processes and systems, laying the foundation for success in your role.
Engage warmly with customers through inbound and outbound calls, complete welcome calls, book collections, and address inquiries.
Build trust with our customers by providing accurate information and resolving their queries efficiently.
Begin meeting individual KPIs while contributing to team goals and celebrating shared success.
Establishing Your Impact… Consistently exceed daily and weekly targets, driving team performance and customer satisfaction.
Deepen your understanding of our customer base, tailoring solutions to meet their needs and ensuring a positive experience.
Collaborate with colleagues across departments to deliver a seamless customer journey.
Driving Excellence… Become a top performer within the team, consistently exceeding KPIs and demonstrating excellence in customer service.
Take on mentorship opportunities, support new team members and share best practices to foster team development.
Lead initiatives to improve team efficiency and customer satisfaction and actively contribute to the CEC's success.
Key Goals & Objectives: Deliver exceptional customer service and ensure every interaction leaves a lasting positive impression.
Meet all objectives and KPIs set within your job role to help us achieve our business objectives.
Collaborate effectively within the team and with other departments to enhance the customer experience.
Contribute to a high-performing and supportive team culture, celebrating collective achievements.
Key Responsibilities: Engage with customers regarding their inquiries and requests, ensuring efficient and professional resolution.
Handle inbound and outbound customer communications, including signing up new customers and general customer service calls about our services and their journey with us.
Collaborate with other teams to ensure a seamless and consistent customer journey.
Maintain a growth mindset and continually develop your skills to meet the business's and our customers' evolving needs.
Essential Skills & Experience: Minimum of 1 year working within a contact centre environment with a proven track record of success in customer-focused roles.
Must have strong attention to detail skills.
Strong ability to meet and exceed individual and team KPIs, showcasing your commitment to achieving results.
Proficiency with different systems with strong computer skills Excellent objection handling and negotiation skills, turning challenges into opportunities to delight our customers.
Outstanding verbal and written communication skills, with a clear and professional telephone manner.
A team-oriented mindset with a demonstrated ability to collaborate effectively and support shared goals.
Desirable Skills and Experience Has successfully used CRM systems to manage customer interactions efficiently.
Have worked within a company that has an operational warehouse with physical products.
Since 2016, we've grown from a team of five to over 250 experts, becoming the #1 choice for selling valuables online.