This role predominantly involves:

• Responding to product related customer service calls and emailed enquiries, (from retailers and direct customers), within specified and agreed KPI timeframes (experience preferred)
• Responding to verbal and written complaints, in a timely and professional manner (experience preferred)
• Dealing with follow up calls from emails and website forms
• Dealing with all after sales and warranty queries
• Escalating problems to the relevant department - technical/service/sales/product)
• Logging and updating customer information and orders
• Tracking and processing new orders and refunds
• Making sales and processing payment
• Entering orders, checking availability and prices of products
• Assisting with, (when necessary), any general customer service administration

Required Skills

• Excellent verbal and written communication
• Patience and the ability to remain calm
• Excellent interpersonal skills
• A quick learner, you must be able to multi-task and prioritise a busy workload
• A high level of spelling and grammar, as well as attention to detail
• Computer literate, well organised and have an excellent telephone manner. (Experience of using Merlin software/CRM software would be beneficial)
• You should be able to work on your own initiative, as well as working as part of a small, close knit, cohesive team, in addition to acting as a liaison between departments.

The role will involve being in the office for five days a week for the first six months. Following successful completion of your probationary period, we are able to offer 'hybrid' working, which entails working from home for two days a week.

Our Benefits

Joining iCandy isn't just about a job; it's about embracing a vibrant culture of support and opportunity. Our flexible working scheme empowers you to achieve work-life balance, while our Cycle to Work scheme promotes both wellness and eco-conscious commuting. Enjoy ample holiday entitlement and the unique perk of Baby Show earning holidays, ensuring cherished moments are never missed. Wrap up your week with an early finish on Fridays, courtesy of iCandy's commitment to your well-being.

At iCandy, WeCare extends beyond words, offering comprehensive benefits such as death in service coverage and a company bonus scheme. Elevate your skills through ongoing employee training, enhancing both personal and professional growth. Our dedication to family shines through with perks like the first child free pushchair, friends and family discount, childcare vouchers, and even a buy-back holiday scheme.

We understand the importance of family milestones, which is why we offer support through maternity and paternity leave. Join iCandy, where every career journey is sweetened by our commitment to your success and happiness.