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 £26,000 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!