Consumer Care Rep

Tempur Sealy. Iconic brands. Storied history. Industry-leading innovation.

Tempur Sealy is committed to improving the sleep of more people, every night, all around the world. As a leading designer, manufacturer, distributor, and retailer of bedding products worldwide, we know how crucial a good night of sleep is to overall health and wellness. Utilizing over a century of knowledge and industry-leading innovation, we deliver award-winning products that provide breakthrough sleep solutions to consumers in over 100 countries. Our highly recognized brands include Tempur-Pedic®, Sealy® and Stearns & Foster®. We hire people who have a passion for helping others find their best night’s sleep. No matter what stage of your career, you can build your future at Tempur Sealy!

Purpose of the role

The After Care Specialist is responsible for providing care and advice for products that have been newly delivered and a major focus will be on reassuring consumers that are considering returning their products under the 100 night trial scheme. This role will be outbound call focused to follow up with consumers regarding their deliveries to make sure all is good.  Other activities will include managing the voice of the customer including social media and trust pilot and the person in this role must have good communication skills.

We expect our specialists to be the knowledge owners for their areas and to work with the Customer Service Manager to identify knowledge gaps and operational improvements.  Better every day!

Essential Duties & Key Responsibilities

• Ensuring that all daily procedures are complete in line with KPI’s
• Answering of phone calls.
• Responding to customers on the Chat function
• Effectively solve customer challenges and problem.
• Maintain and update accurate notes on D365
• Trouble shooting and problem solving
• Communicate with internal departments as and when required
• Support and Cover areas within the department if required
• Responsible for cross training the rest of the team of certain job roles and functions to ensure that all work can be completed during holiday periods.
• Ad hoc duties
• Managing all concerns re faults on delivery
• All Return Requests both on consumer and retail side of the business
• Managing Tramo Returns, ensuring that the refund has been raised and deleting the order from D365
• Chasing RMA’s – Consumer and B2B
• Inbound VOC feedback
• Outbound Customer feedback
• Responding to Trust Pilot reviews
• Management or returns not completed via Royal Mail
• Responding to Social Media Comments
• Chasing Refunds for consumers

Knowledge/ Skills/ Experience

• Providing first class Customer service by talking directly and honestly with our customers and developing a deep understanding of what they need at the point of contact and beyond
• Need to be organised and self-efficient.
• Outstanding verbal and written communication skills
• Must be able to work independently, as part of a small team and then part of the wider team
• Must be able to produce and present training material for other Specialists within the team.
• Adaptable and open to change and progression.
• Understanding, prioritising and escalating our customers issues and following through to resolution
• Great attention to detail
• Excell in investigating Customer problems, getting to the root cause and finding a resolution
• All Specialists to work 40 hours per week, Monday to Sunday – hours covering 08.00 – 19.00
• Key Account Management, Retail Ordering Specialist and Amazon and Emerging Retailer specialists to cover each other

Tempur Sealy International is committed to equal opportunities, and values diversity in our workforce. We provide equal employment opportunities to all employees and applicants for employment without regard to race, colour, religion, sex, national origin, age, disability, or any other legally protected characteristic. We maintain a fair and inclusive hiring process, ensuring that all candidates are evaluated based on their qualifications, skills, and experience. Our dedication to equal opportunities extends to every aspect of our organisation, fostering an inclusive and supportive work environment for all team members.

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