Position Overview & Specifications
Please note that this role will be based in Staines.
Who We Are:
We’re Tapi, a flooring retailer with a difference, and we’re here to change the world (well… the flooring world at least). We’ve started a revolution and it’s contagious. In 7 years, we’ve opened over 170+ stores and with a flock of mobile showrooms buzzing around the country, we’re serving our customers like they’ve never been served before. We've rapidly built our position as number 2 in scale, and number 1 in service in the UK since we were born. And we’re not stopping there…
Floors are what get us out of bed in the morning and putting a smile on our customers face is our daily motivation. We deliver incredible service for anybody, any house, and any budget. Our (not-so-secret) secret to our success is our people.
We’re not just a company; we are one big Tapi family: where everyone matters. We work as a team, try to do the right thing, and are always on the lookout for ways to be better.
The Opportunity:
As a Tapi Customer Service Advisor, you will provide best in class customer service to all customers you contact. This is a truly varied role, where you have the opportunity to provide customers with advice on our great products over the phone that help them make the best choices to directing customers, to supporting our fantastic store team to book in in-home sales visits.
Your Tapi responsibilities:
- Make the most out of every customer interaction
- Organising samples and chasing leads
- Engage with customers via all communication channels
- Book and effectively schedule in-home sales appointments enabling our mobile showrooms team to provide a best-in-class Tapi service in their home.
- Support with complaint handling
- Support our customers by offering pro-active advice when looking to purchase new flooring
- Identify and escalate any issues which impact the customer experience so we can continually improve the service we deliver
- Work closely with Stores and your peers to deliver a smooth, simple and easy customer experience
- Analysis customer data and trends to identify opportunities for process improvements
ABOUT YOU:
You are passionate about what you do and know exactly how to put the customer at the heart of any decision you make. You have an eye for detail and are good with data. You communicate with excellence – offering a bit if Tapi charm to every interaction.
You recognise that every interaction counts and are able to build rapport with ease, regardless of the length of the call. You are always looking for ways to surprise and delight customers you interact with
and have a “no customer left behind” attitude (we have a Trust Pilot rating to maintain)!
You’re used to managing your own time and never miss a target. You are always one step ahead and look for ways to improve the way we do things, setting a high bar at every turn.
You thrive on a busy schedule and think fast on your feet – ensuring your work is accurately executed. You understand how your role helps customers to make a house a home and work closely with your peers and customers to achieve that.
You will also have:
- A minimum of 2 years of customer service experience – contact center environment is preferable but not essential.
- Fantastic communication skills both written and verbal
- An ability to manage your time and deliver in a hybrid working environment
- Happy to work 1 day over the weekend