Customer Experience Team Vacancies at Hotel Chocolat

Customer Experience Representative

Salary Range: Dependant on experience
Based: Royston, Herts.
Hours: Full time shift position including Saturday working

Objectives

• Make sure that with every customer contact I deliver a Hotel Chocolat experience which creates 'loyalty beyond reason'
• Understand and deliver on my team's sales and cost targets
• Take responsibility for improving the way my team works within the business
• Continue to grow in accordance with my personal aspirations and values

Responsibilities

• Answer incoming telephone calls providing a "one stop resolution" for callers
• Respond to correspondence by email and letter
• Carry out data entry, systems-related and administrative tasks
• Take responsibility and ownership for any issues which need to be addressed beyond the immediate task
• Understand the service response levels that we aim to provide, and help make sure we meet them
• Keep myself fully informed about and proactively promote current campaigns and products
• Understand the business's aims, values and activities; ensure that these are reflected in all aspects of the way I do my job
• Develop my knowledge and appreciation of fine chocolate so that I can be an ambassador for Hotel Chocolat
• Understand and adhere to the procedures which support the way I work; ensure that I regularly review them to ensure that they reflect the best way to do the job
• Recognise that I am part of my immediate team and the wider HC team, and aim to collaborate in all aspects of my work
• Understand my personal aspirations and value and create objectives towards achieving them

Competences

• Outstanding ability to relate to other people and engage with them appropriately
• Strong service ethic; desire to exceed expectations of others
• Excellent written and spoken English
• PC skills - Office, Word and Excel an advantage
• Familiarity with the internet
• Ability to understand, follow and challenge procedures
• Positive and enthusiastic attitude; willing to go the extra mile; able to embody the principles of the 'Hotel Chocolat person'
• Passionate about chocolate

To apply for this post please send a CV and covering letter to Debbie Hodgetts - debbie.hodgetts@hotelchocolat.co.uk

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