About Company
Next Retail is a leading UK-based retailer offering stylish fashion for men, women, and children, as well as an extensive range of homeware products. With a strong commitment to quality, value, and exceptional customer service, Next has grown into a household name, serving millions of customers across the globe through its extensive store network and highly successful online presence. We pride ourselves on creating a dynamic and supportive work environment where innovation is encouraged, and every team member plays a crucial role in our success. Joining Next means becoming part of a brand that values its people as much as its customers, fostering growth, and celebrating achievement.
Job Description
Are you a natural communicator with a passion for helping others? Do you thrive in a fast-paced environment and possess excellent written communication skills? Next Retail is looking for an enthusiastic and dedicated Home-Based Chat Support Partner to join our dynamic customer service team. In this pivotal role, you will be the first point of contact for our valued customers, providing exceptional support and guidance through our online chat platform. You’ll be instrumental in resolving queries, offering product information, assisting with orders, and ensuring a seamless and positive customer experience, all from the comfort and convenience of your home. We’re seeking someone who is not only adept at typing and navigating multiple systems but also embodies our commitment to service excellence, turning every interaction into an opportunity to delight our customers. If you’re a proactive problem-solver with a friendly demeanor and a desire to make a real difference, we encourage you to apply and become a vital part of the Next family.
Key Responsibilities
- Engage with customers via live chat, providing prompt, accurate, and professional responses to inquiries.
- Resolve customer issues efficiently, including order tracking, product information, returns, exchanges, and account management.
- Utilize internal systems and knowledge bases to access and relay relevant information to customers.
- Identify and escalate complex issues to appropriate departments when necessary, ensuring a smooth hand-off.
- Maintain a high level of customer satisfaction, consistently aiming to exceed expectations in every interaction.
- Adhere to company policies and procedures, including data protection and privacy guidelines.
- Contribute to a positive team environment, sharing insights and best practices.
Required Skills
- Excellent written communication skills, with impeccable grammar and spelling.
- Proven ability to multitask and navigate multiple systems simultaneously while chatting.
- Strong problem-solving abilities and a proactive approach to customer service.
- High level of empathy and a patient, customer-centric attitude.
- Reliable high-speed internet connection and a dedicated, quiet home workspace.
- Proficiency with standard office software (e.g., Microsoft Office, Google Workspace).
- Minimum typing speed of 40 WPM with high accuracy.
Preferred Qualifications
- Previous experience in a remote customer service or chat support role.
- Familiarity with CRM software and live chat platforms.
- Experience within the retail or e-commerce industry.
- GCSEs or equivalent, including English and Maths.
Perks & Benefits
- Generous staff discount across Next products.
- Comprehensive training and ongoing development opportunities.
- Flexible remote working environment.
- Company pension scheme.
- Access to a variety of employee benefits and wellbeing programs.
- Opportunities for career progression within a large, stable organization.
How to Apply
If you are ready to embark on an exciting career with Next Retail and contribute to our exceptional customer service, we invite you to apply. Please click on the application link below to visit our careers page and submit your application online. We look forward to reviewing your profile!