Our client is looking to recruit an experienced Customer Service Advisor to join their family-owned business. Based on the North side of Lincoln they are the UK’s market leader in their industry. The company’s product ranges are marketed through major high street retailers, specialist independent retailers and distributed to consumers through a variety of e-commerce channels both in the UK and internationally.
As a Customer Service Advisor, you will be the first point of contact resolution to all their customers, through various channels including phone, email and on-line.
You will provide professional advice and assistance relating to the sales of their products, dealing with any queries or issues.
Duties and responsibilities
- Take ownership and respond to all types of customer enquiries for all contact channels Emails, Phones and Case Management ensuring customer satisfaction and a satisfactory resolution
- Carry out all administration functions relative to customer services effectively
- Accurately record, store, input and update information into the relevant IT systems and ensure all records and systems are up to date
- Respond and raise support tickets within the CRM system to ensure all departments have visibility to view the customer’s journey and solution
- Submit and log courier claims for lost or damaged parcels
- Book in collections and maintain the collection queue
- Improve customer feedback via the review pages
- Build strong relationships with key stakeholders across the business
- Consistently deliver SLA’s and KPI’s as specified and provide performance management information as required
- Promote and maintain excellent customer relationships
Skills and Experience
- Good level of education including Maths and English (GCSE Grade A*-C) or equivalent or relevant experience
- Experience of front-line customer service provision through a variety of access channels desirable but not essential
- Excellent communication and customer care skills
- Ability to work in a team or on own initiative
- IT skills
Benefits
- Standard hours of work are 40pw - Monday to Friday with occasional weekends
- Salary £26,000
- Company pension
- 20 days holiday allowance plus bank holidays + additional holidays with length of service
- On site working
- Free parking
- Product discount