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:
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Answering customer queries across all marketplaces (website, Amazon, eBay, etc.)
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Responding to customer enquiries from a range of media (telephone, webchat, email, etc.)
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Managing accounts for customers such as changing personal details, placing manual orders
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Liaising with our external 3PL to ensure all orders are processed within expected SLAs
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Managing customer returns and liaising with Quality & Product teams to ensure optimum outcomes
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Chasing lost or delayed order deliveries with our 3PL, as well as courier companies
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Always providing excellent customer service, while building and maintaining a professional relationship with customers
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Investigating recurring issues and providing suggestions to our website and product listings to reduce common issues
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Working with other internal teams to provide a streamlined experience for customers
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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:
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Excellent Customer service experience
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Excellent communication and listening skills
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A confident telephone manner
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Very strong IT skills
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An ability to work as part of and alongside multiple teams
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The ability to work under pressure and manage multiple tasks and deadlines
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Customer focused and results-orientated
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The ability to make decisions on the correct process to ensure customer satisfaction, while considering the needs of the business
