Customer Service Advisor, FT 35hrs pw

London - UK

Monthly Salary: Not Disclosed

Posted on: 4 hours ago

Vacancies: 1 Vacancy

Job Summary

JOB TITLE: Customer Service Advisor

LOCATION: Head Office Moorgate London

CONTRACT: Permanent Full -Time

HOURS: 35 hours over 5 days per week (Monday - Friday working)

PAY RATE: Starting at 26000 per annum

JOB OVERVIEW

We have exciting opportunity to be the first point of contact for our growing e-Commerce business. This is a key role with a 360 view on all aspects of order management and fulfillment. Are you confident passionate and proactive Do you pride yourself on delivering a first class customer service If so this could be the role for you...

KEY RESPONSIBILITIES

Customer Journey

Own all e-mail and telephone communication.
Manage communication / feedback and messaging on social media channels.
Timely resolution of all queries and complaints whilst managing customer expectations to reduce instances of excessive re-contact.
Support our customers and develop a depth of understanding & affinity for our products and ranges.
Escalate complaints and claims to the relevant member of management when necessary
Maintain and regularly update online FAQ pages to enable customers to resolve queries without the need to make contact.
Achieve and sustain a high standard of response times and response rates improving customer satisfaction and reducing occurrences of re-contact
Ensure that all customer data is processed in a manner that is compliant with GDPR requirements
Working collaboratively with e-commerce team and other areas of the business to build key relationships

Payments & Refunds

Facilitate telephone & remote payments services
Investigate and resolve delivery issues.
Work closely with the warehouse team to support refund & credit processing.
Manage & investigate payment disputes.
Identify and monitor potential fraudulent customer activity escalating to the e-Commerce Manager when appropriate to protect the profitability of the business

Logistics

Investigate and take all possible action to resolve complaints regarding the delivery of online orders from Royal Mail DPD Doddle and any other 3rd party service provider

This is not an exhaustive list and in the interests of the day to day operation of the business the successful candidate may be required to carry out work that is not detailed in this job description.

SKILLS & KNOW-HOW

Ideally working in a customer service role with at least 12 months experience of customer service within a digital retailing environment
Familiar with managing customer payment through payment gateways such as Sage Pay and PayPal
Familiar with working with 3rd party logistics suppliers such as Royal Mail and DPD
Experience with Magento would be a benefit
Has an intermediate user of MS Office specifically Outlook and Excel
Attention to detail with top-notch written and verbal communication skill

BEHAVIOURS

A great communicator and problem solver
Empathetic and able to understand and respond to the root cause of each customer complaint
Looking to work within a small team within a non-hierarchical organization
Able to demonstrate high levels of integrity trust and ownership
Personal resilience and able to act on own initiative

If you need any adjustments made during the recruitment and interview process do let us know.

Good Luck!

JOB TITLE: Customer Service AdvisorLOCATION: Head Office Moorgate LondonCONTRACT: Permanent Full -TimeHOURS: 35 hours over 5 days per week (Monday - Friday working)PAY RATE: Starting at 26000 per annumJOB OVERVIEW We have exciting opportunity to be the first point of contact for our growing e-Commer...