Customer Service Advisor

OKA is a successful multi-channel retailer of beautiful, unique and affordable furniture and accessories for the home. Today, we have 15 stores and an extensive mail order, online and trade business with many thousands of customers throughout the UK and the world beyond. 

We are currently looking to recruit a Full Time Customer Service Advisor for our contact centre in Milton, Oxfordshire. This role is based on shift patterns; 37.5 hours, Monday to Saturday. These shift patterns may change in the future to meet business requirements.


General Purpose

The Customer Service Advisor is often the first point of contact in our customer journey and has the responsibility to ensure that the customer is dealt with according to the OKA company ethos and to an exceptionally high level every time.


Key Tasks and Responsibilities

  • Handle internal and external customer enquiries and complaints via telephone, fax, letter and e-mail in an efficient and timely manner.
  • To take full ownership of a customer’s enquiry and be positive and proactive in finding a solution.
  • To meet and exceed individual and team targets, KPIs and department objectives.
  • To maintain our service level agreement for calls, written communication & web queries.
  • To feedback customer comments and issues and find creative solutions and suggestions to recurring problems


Knowledge, Experience, Education and Training

  • Experience working in a call centre/ customer service environment
  • Excellent communicator, especially telephone manner: professional, clear, positive, upbeat, patient & friendly.
  • Computer literate with excellent written skills (spelling and grammar) particularly business letter writing.
  • Good numerate and problem-solving skills
  • Attention to detail
  • Commercial awareness
  • Time management and organisational skills

Core Competencies

  • Excellent communication skills
  • Active listening skills
  • A clear telephone voice
  • Able to deal with all types of people and change your communication style to suit a situation
  • Able to immerse yourself in product knowledge/ training
  • Adaptable to change and new ways of working as part of an evolving team
  • A desire to help others
  • Able to work to targets
  • Able to work under pressure at times
  • Able to handle objections/ deal with the first level of customer complaints and escalate effectively to your manager
  • Attention to detail and accuracy
  • Organisational skills
  • Team work
  • High energy level
  • Self-motivation

Working Conditions

Working as part of a busy team, across shift patterns.  These shift patterns may change in the future to meet business requirements.

37.5 hours per week between Monday and Saturday.

If successful, you will be part of a fast-paced and successful business.  In return you will receive a competitive salary and benefits package including company bonus scheme based on performance, staff discount, pension scheme and continuous personal development.

If this position is of interest to you and if you think you have the right skills to be successful, please apply with a coverletter and an up to date CV by clicking on ‘apply’ above.