Customer Service Advisor

Experience level

Expert

Assist customers with inbound queries through either phone, email or chat. Must be comfortable with predominantly phone-based work. More than 6 months' experience. Please note: Proof of your experience must be stated in your CV.

Job description

Reporting to our Customer service Manager you’ll be the first point of contact for our customers, helping to resolve enquiries, provide information and ensure a first-class customer service across our peak trading period in November / December. What will success look like: Supporting the Customer Service Manager by delivering a first-class customer experience to customers, ensuring a seamless and exceptional customer journey. Handling all customer enquires meaningfully and thoroughly whilst achieving all set KPI’s. What will you do day to day: 1. Respond to customer enquiries through multiple channels, using knowledge of the brand to confidently deliver a first-class service to our customers. 2. Resolve issues related to orders, returns, exchanges and product queries. 3. Maintain up to date knowledge of our products, sizing, restocks, promotions and policies. 4. Achieve all set KPI’s and response times, resolution rates, customer satisfaction scores to ensure service standards are individually achieved. 5. Raise escalated customer enquiries to senior CS advisor/CS Manager, turning challenges into opportunities to improve customer loyalty. 6. Maintain service standards, ensuring professionalism and thoughtfulness and all responses are reflective of the brand values. 7. Communicate with Senior CS Advisors/CS Manager on common customer touch points to align with customer feedback and unify internal process with the customer experience at the core. 8. Maintain and improve ’s Trustpilot score. 9. Perform administrative tasks as assigned by management. What we are looking for: 1. Previous experience in a similar industry 2. Experience working with Gorgias and Shopify or similar platforms 3. Strong communication skills 4. Problem solving and conflict resolution abilities 5. Empathy and patience 6. Ability to work under pressure 7. Basic computer skills

Industry

Office