Tile Mountain is the fastest growing online Tile Retailer in the UK and is based in Stoke-on- Trent. Our company offers a range of tile products via its website ​ www.tilemountain.co.uk​ , available for delivery next working day.

Since inception in 2012, Tile Mountain has grown rapidly and has recently moved to a purpose built office and distribution centre in Tunstall.

To support this rapid growth we are looking to recruit a Customer Service Advisor with previous experience in a similar role to join our busy Customer Services Team.

The role is an interesting and varied one and primarily involves engaging customers via email as well as inbound/outbound calls to our existing customer base. Typical daily tasks include:

• Making a high number of outbound calls
• Answering general customer enquiries
• Offering style and product advice
• Data entry and order processing

Our company is built on its reputation for outstanding customer care and we continually strive to offer first class customer service at all times. As such, the ideal candidate would be able to demonstrate:

• Proven Sales & Administration experience
• Proven communication skills at all levels
• Confident phone manner
• Ability to deal with complex customer enquiries and sales related issues
• Basic computer and data entry skills (Word, Excel, Google Docs)
• Friendly and approachable demeanor

We are a young company and are looking for someone enthusiastic about providing best-in-class customer experience to grow with the business. Full product knowledge training will be provided.

Responsibilities:

• Answering inbound customer inquiries
• Managing own workload
• Responding to customer emails and contact forms
• Contacting existing customers to offer sales support
• Escalating issues to Customer Services Manager
• Up-selling additional products and accessories
• Liaising with third party couriers to arrange delivery
• Taking ownership of individual orders and resolving any issues that may arise
• Taking payment over the phone
• Processing returns
• Advising customers on alternative products/stock levels/delivery times
• Working with other departments including IT, Order Fulfilment, Dispatch, Marketing to constantly improve customer journey