[Remote] Customer Service Consultant

Note: The job is a remote job and is open to candidates in USA. Beyond Retail is an award-winning multi-website online retailer offering bathroom, kitchen and heating products. They are seeking a Customer Service Consultant to provide exceptional support to customers through various communication channels, ensuring a positive experience and resolving inquiries efficiently.

Responsibilities

• Be a friendly and professional first point of contact for our customers, with a strong focus on answering inbound calls promptly and effectively
• Manage incoming Live Chats, Emails, and Customer Calls, maintaining a balance across channels while prioritising call responsiveness
• Apply top-class organisation and soft skills to deliver a great experience, ensuring customers leave happy and ready to recommend us (most do… check out our Trustpilot reviews!)
• Take ownership of customer calls: listen carefully, offer clear solutions, and provide an excellent over-the-phone experience that builds confidence in our brand
• Monitor and resolve complex customer issues, using initiative to achieve the best possible outcomes. We sell technical, complex products, so a willingness to learn and retain knowledge is essential
• Support the Sales team where needed, ensuring customer queries are handled quickly and effectively

Skills

• Confident and professional telephone manner with a natural ability to reassure and support customers over the phone
• Excellent communication and customer service skills, with a solutions-focused mindset
• A positive, solution-focused attitude and the ability to learn and retain knowledge quickly
• Strong ability to learn and retain detailed knowledge of technical products and processes
• Exceptional organisational and multi-tasking skills, with the ability to handle multiple customer channels while prioritising calls
• A collaborative, team-first approach, always focused on doing what's right for the customer
• High level of initiative, drive, and ownership of customer interactions
• Strong spoken and written communication skills in English

Benefits

• Flexible working hours — we work 40 hours a week, Mondays to Saturdays (with a day off in lieu), between the hours of 8 am and 6 pm
• 25 days annual leave, plus buy or sell up to 5 days
• Enhanced maternity and paternity leave
• All the tech you need + £500 remote working budget for setting up your home office
• A fantastic (dog friendly) office, or the flexibility to work at home (The Customer Experience team host monthly team days at the office that you'll need to attend, as well as ad hoc meetings and social events)
• Free onsite gym
• A company-wide commitment to learning and development
• Team and company-wide social events
• No corporate dress code

Company Overview