JOB SPECIFICATION POSITION: Customer Care Specialist LOCATION: Bromborough SALARY: £9.43 per hour (4 Month contract) HOURS: 34 hours per week REF: VR/00445 JOB SUMMARY: To work as a team to ensure all company and departmental tasks and objectives are met. Listening to and answering customer queries via email, social media, live chat, phone, post and retailer websites. As a Consumer Care Specialist, you will deliver excellent customer service by efficiently managing and resolving complaints and queries to the highest standards. RESPONSIBILITIES: - The position reports to the Customer Service Manager and will be considerable interaction with key stakeholders in the business including warehouse admin/logistics, marketing, supplies and ecommerce. The Consumer Care Specialist is required to manage relationships and communicate with the following outside resources. MAIN KEY TASKS INTERACTION WITH * Take responsibility for resolving customer complaints and queries working within agreed parameters. * Ensure relevant stakeholders and systems are regularly updated. * Deliver exemplary standards when communicating with customers via any channel. * Flex communication style appropriately across different brands and mediums e.g. emails, phones, live chat, letters, retailer websites. * Improve customer experience by ensuring that responses are engaging and in line with customer service principles as appropriate. * Case manage customer contacts - each complaint/enquiry is to be investigated and resolved as appropriate. * Process orders relating to sales, guarantee claims, rebates, cookery schools etc. including the handling of payments via different platforms. * Handle all customer after sales queries e.g. failed deliveries, returns, product care, recipe guidance in line with customer service principles as appropriate * Communicate and liaise internally any changes, developments, issues that will affect the department and/or the business. * Display company core values and competencies. * Contribute to creating an environment where people feel respected, valued and want to work. * Contribute to the overall achievement of agreed response times/KPIs and agreed individual objectives. * Participate in meetings, conferences, projects and team activities * Work as part of a team of experts to support customers, retailers and all areas of the business. * Establish and maintain effective working relationships with all stakeholders. * Ensure company materials and physical working spaces meet and exceed company presentation standards. * Attend internal and external training sessions/courses/meetings/shows to develop relevant knowledge, techniques, skills and relationships for professional and team development. * File/scan information and perform other routine clerical tasks pertinent to the role. * Adhere to stated policies and procedures relating to health and safety/quality management (ISO 9001:2008). * Undertake any other duties and responsibilities to ensure the smooth running of the Customer Service Centre as directed by the Customer Service Manager. * � Please call Nicola for more information on 0151 3471110 or email your CV to nicola@hrgoliverpool.co.uk