Working Hours Full time, across Sunday to Saturday, between 8am and 9pm
Office based
Term to perm role
Pay £13.52/h
A bit about the company:
Established in 1994, Our client is the UK’s leading independent fragrance retailer. They offer a wide range of leading fragrance brands across the store estate, online, through the app and mobile site, and via customer service channels. As the business continues to grow, they remain focused on delivering a convenient, reliable and high-quality customer experience across every touchpoint.
Role Snapshot:
Eexciting opportunity for a Customer Service Advisor to join Customer Service team at Head Office in Trafford Park, Manchester. This role is focused on delivering excellent service and support to customers across a range of contact channels, including phone, email and live chat. The successful candidate will be a confident communicator, able to resolve queries efficiently, support customers with care and professionalism, and keep the customer at the centre of every interaction.
Responsibilities:
* Respond to a high volume of customer contacts across calls, emails and live chat, ensuring every customer receives a helpful, professional and timely response.
* Take ownership of customer queries from first contact through to resolution, keeping the customer informed and reassured throughout their journey.
* Listen carefully to customers, understand their needs and use sound judgement to identify the most appropriate solution.
* Resolve customer enquiries efficiently, empathetically and professionally, aiming to get things right first time wherever possible.
* Support customers with order queries, delivery updates, returns, refunds, exchanges, product information and general account enquiries.
* Investigate customer issues using internal systems, order history, carrier tracking information and relevant business processes to provide accurate and clear updates.
* Use problem-solving skills to remove barriers for customers, reduce repeat contact and deliver a fair and practical resolution.
* Manage customer expectations clearly and honestly, ensuring customers understand next steps, timescales and any actions required.
* Identify and escalate complaints, service failures, vulnerable customer concerns, recurring issues or complex cases where additional support is required.
* Collaborate with colleagues, store teams, warehouse teams, couriers and internal departments to resolve customer issues quickly and effectively.
* Accurately record customer contact, actions taken and agreed resolutions, ensuring customers do not need to repeat information unnecessarily.
* Process customer orders, amendments, refunds or replacement requests through the relevant internal systems where required and in line with company process.
* Capture customer feedback, recurring themes and process gaps, sharing insight with the wider team to help improve the customer experience.
* Support a consistent multi-channel customer service experience, ensuring tone, accuracy and quality are aligned across every customer touchpoint.
* Contribute to a positive and supportive team environment by sharing knowledge, helping colleagues and working together to deliver the best possible service for customers.
* Follow company policies, processes and data protection requirements when handling customer information and resolving queries.
Experience/Skills:
* Previous experience in a customer service role, ideally within a retail or contact centre environment.
* A strong customer focus with the ability to deliver helpful, professional and empathetic support.
* Excellent written and verbal communication skills.
* Confident using systems and accurately recording customer information.
* Organised, reliable and able to manage multiple customer queries at pace.
* Adaptable and flexible, with the ability to work across different contact channels and priorities.
* Able to work well under pressure while maintaining attention to detail and a positive customer experience.
If you are an experienced customer service professional we would love to hear from you.
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Salary description
£13.52 - £13.52 per hour