The Customer Service Advisor is a critical part of the B2C eCommerce Team, reporting into the eCommerce Manager, and providing an outstanding experience to our global customers, across our full range of digital marketplaces.
A day in this role would see you:
* Answering customer queries across all marketplaces (website, Amazon, eBay, etc.)
* Responding to customer enquiries from a range of media (telephone, webchat, email, etc.)
* Managing accounts for customers such as changing personal details, placing manual orders
* Liaising with our external 3PL to ensure all orders are processed within expected SLAs
* Managing customer returns and liaising with Quality & Product teams to ensure optimum outcomes
* Chasing lost or delayed order deliveries with our 3PL, as well as courier companies
* Always providing excellent customer service, while building and maintaining a professional relationship with customers
* Investigating recurring issues and providing suggestions to our website and product listings to reduce common issues
* Working with other internal teams to provide a streamlined experience for customers
* Communicating with the Marketing team to understand upcoming B2C campaigns and plan workload accordingly, as well as working within brand guidelines
The ideal candidate would have:
* Excellent Customer service experience
* Excellent communication and listening skills
* A confident telephone manner
* Very strong IT skills
* An ability to work as part of and alongside multiple teams
* The ability to work under pressure and manage multiple tasks and deadlines
* Customer focused and results-orientated
* The ability to make decisions on the correct process to ensure customer satisfaction, while considering the needs of the business
Salary description
£24000.00 - £25000.00 per year