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Customer Service Advisor

Job Posted: 14 days ago

Salary: £ 24,000 - 25,000 / Annum
Job Type: Permanent
Location: ST5, Newcastle under Lyme, Staffordshire

Expire in: 13 days

Job Description

Customer Service Advisor needed for our Newcastle-under-Lyme based client.

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

Before You Apply

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