Customer Services Advisor

We have an exciting opportunity for a Customer Service Advisor to join our clients’ growing retail team. The role will involve maintaining and developing excellent levels of Customer Service – currently 4.8/5 on Trustpilot, as well as excellent ratings on their Amazon and eBay stores.

The main duties will involve front line customer support – taking ownership of customer queries, problem solving and using initiative to encourage first contact resolution. In this role, you will recognise and respond to customer complaints in a timely manner, supporting a resolution as effectively as possible. Pro-actively seeking to improve processes, procedures, and customer experience across all channels. Excellent communication skills and a strong attention to detail are essential.

Role and Responsibilities

Communicating with customers by email and other company platforms

Handling customer complaints, providing appropriate solutions and alternatives within the time limits; following up to ensure resolution.

Investigating and resolving customer complaints then closing support tickets

Issuing refunds or compensation to customers

Providing and maintaining an elevated level of customer service

Learning about our products/services and keeping up to date with changes

Following communication procedures, guidelines, and policies

Processing orders across the company’s selling platforms

Processing customer returns

Updating customer accounts

Processing orders and printing of labels and invoices

Passing customer feedback onto the product or sales team to improve offerings.

Skills

A proven track record of excellent customer service skills

Reliable and Hardworking • Basic level IT competency

Strong literacy and numeracy skills

Able to work as part of a team and alone.

Strong attention to detail

Multitasking skills and good organisational abilities

Ability to work calmly under pressure.

Ability to use initiative to proactively spot and resolve potential problems.

Confidence to manage multiple customer contacts and administrative tasks in numerous systems whilst complying with procedures.

Available to work additional hours as & when needed during busier periods.

Benefits

Company pension

Free On-site parking

Casual Dress Code

Cash Plan Healthcare and Benefits package Schedule

Day shift (8am – 4.30pm)

30 days holiday (including bank holidays)

Monday to Friday

40 Hours per week

Apply for this job