Sophie Alexander

With this being my current department I deal with customers Kitchen and bathrooms issues via calls or emails to resolve their concerns

• Managing customers at a high Woking via emails or over phone working under pressure efficiency
• Assisting customer with stock issues of items.
• Outbound/ inbound calls or emails to Booking customers deliveries with also dealing with faulty, missing or damaged items
• Contacting customers design consultants to resolve any kitchen or bathroom design issues
• De escalating customer complaints

Within the River Island Customer service department I would manager customers with issues with:

• Assisting customers over phone or email.
• Returning items and creating returns.
• Arranging refunds for customers for missing or returned items
• assisting customer on the website for customers to place orders.
• Checking stocks levels of items.
• Dealing with international customers from around the world looking for advice on orders and items from the websites.

Within this department I engaged with people looking to book in or reschedule vaccination appointments.

• Providing patients with appointments times and availability to suit.

• Advising patients on their nearest vaccination centre/ locations to attend to.

• Directing patients to the correct health board or health line for the best advice for their enquiry or concerns.

Within this department I would deal with customers kitchen or bathroom installations making sure the customers project runs smoothly with contacting installers and design consultants with any issues of the customers, dealing with challenging customer direct complaints that would arise after or during the installation process resolving them in an effective manner within business processes.

Sending items directly to the customer if any damages or shortages at the delivery stage.

Within this department I would assist customers with their order issues such as providing tracking information, help placing orders for customer or on how to use our website their self to place orders, Providing detailed information about products and services to customer to help with sales

• Sending items out that maybe damaged, faulty or missing from the customer’s delivery.
• Booking/rescheduling customer’s deliveries to suit the customer.
• Built rapport with customers through empathetic handling of their concerns.
• Handles high volume of calls on a day to day basis for a faster resolutions simultaneously through an effective manner and by going the extra mile for customers.
• Offered friendly, efficient customer service and handled challenging situations with ease.
• Quickly adapting to new systems and processes that the business provides

I started B&Q at 16 years old working with customers via phone calls and emails taking inbound/outbound payment calls for kitchens and bathroom orders as well as normal website sales, helping customer with product informations to meet the customers needs.

Booking in deliveries for newly placed orders and also providing tracking information.

Managing customers with damaged ,faulty or missing items from their orders

Working under pressure with large call volumes investigating customers issues to find acceptable conclusion and prevent recurrence.

Quickly learned and applied new skills to daily tasks improving efficiency and productivity

Using systems within the business like crm sales force and multiple other company systems.

Learned skills such as: