Customer Service Representative- Interior Design

Job Title: Customer Service Representative

Location: EdinburghSalary: £25,000 per year + performance-based bonus

Our client is a well-established retailer specializing in high-quality, handcrafted Persian rugs. We are committed to providing our customers with exceptional service and expert guidance on selecting the perfect rug for their needs. As we continue to grow, we are looking for a dedicated and passionate Customer Service Representative to join our Edinburgh team and deliver top-tier support to our valued clients.

• Customer Support: Respond to customer inquiries via phone, email, and live chat in a friendly, professional, and efficient manner. Provide tailored advice on our range of handmade Persian rugs, based on individual customer needs and preferences.
• Product Knowledge: Offer in-depth information on the craftsmanship, materials, and unique features of our rugs, which are crafted from hand-spun wool, silk, or cotton and naturally dyed using organic methods.
• Order Management: Process customer orders and handle logistics related to deliveries. Ensure that all orders are fulfilled accurately and on time.
• Home Trial and Service Support: Assist clients with our home trial services, helping them select the right rug for their home. Advise on care and maintenance, and offer information on our part-exchange service and repair services.
• Problem Resolution: Address customer complaints and concerns promptly, ensuring customer satisfaction. Go above and beyond to resolve issues in a manner that reflects the quality of our brand.
• Relationship Building: Cultivate and nurture long-term relationships with customers by providing exceptional service and anticipating their needs. Encourage repeat business and referrals through personalized interactions.
• Sales Support: Support clients in making informed purchasing decisions, assisting with upselling and cross-selling products that meet their design needs.
• Customer Feedback: Collect and relay customer feedback to the management team to help enhance our products and services.
• Administrative Duties: Maintain accurate and organized records of customer interactions, orders, and feedback in our CRM system.

• Proven experience in a customer service or sales support role, ideally within the luxury retail or interior design sectors.
• Strong entrepreneurial spirit, someone who take the initiative.
• Strong communication skills, both written and verbal, with the ability to adapt to different customer needs.
• A genuine passion for delivering exceptional service and building lasting client relationships.
• Interest or knowledge of luxury products, specifically handcrafted rugs and interior design, is highly desirable.
• Strong attention to detail and problem-solving skills, with the ability to handle complex queries.
• Proficiency with Microsoft Office and CRM systems (experience with [specific CRM software] is a plus).
• Ability to remain calm and professional in a fast-paced, customer-focused environment.
• Positive, can-do attitude with a strong desire to contribute to a family-run, values-driven business.

• Competitive salary of £25,000 per year plus performance-based bonus.
• Full time position
• Private Medical Health Care.
• An opportunity to work with one of the UK’s leading suppliers of handcrafted Persian rugs and carpets.
• Full training on our products and services to ensure you feel confident in your role.
• A friendly, collaborative, and supportive team environment.
• Discount on our exquisite range of Persian rugs.
• Opportunities for career growth within a family-run business that values its employees.