HRGO Recruitment are seeking an experienced and motivated Customer Service Advisor to join our client based in Hastings.
The successful candidate will play a crucial role within the customer service function, acting as the first point of contact for customers and ensuring they receive a professional, positive and efficient service. You will be responsible for handling customer enquiries across multiple channels, resolving issues promptly and working closely with internal departments to ensure a smooth customer journey.
This is an excellent opportunity for someone who is passionate about customer service, highly organised and enjoys working in a fast-paced environment.
General Duties:
Handle incoming customer calls, emails, social media messages and online chat enquiries, ensuring customers receive a timely and professional response.
Take ownership of customer service tickets through Zendesk, ensuring enquiries are logged accurately and dealt with efficiently.
Ensure queries are responded to within the required service levels.
Investigate and resolve customer issues, including delivery queries, returns, refunds, faulty or incorrect items and order-related problems.
Liaise with warehouse, logistics, returns, IT, product and other internal teams to resolve customer queries quickly and effectively.
Work with logistics partners where required to investigate delivery and order issues.
Monitor online systems and proactively identify and resolve problems affecting customers.
Create draft orders and process specific refunds, goodwill vouchers, discounts and staff orders in line with company procedures.
Keep customer helpdesk articles and online information up to date.
Identify and report issues with online platforms to the relevant departments.
Monitor customer satisfaction and contribute to regular customer service reporting.
Assist with general office and administrative duties within the customer service department.
Monitor and investigate high-risk orders and potentially fraudulent customer activity.
Analyse customer service trends, including returns, logistics issues, faulty products and website information, and make recommendations for improvements.
Work collaboratively with colleagues across the business to ensure a positive customer experience.
Requirements:
2-3 years' previous experience in a customer service or customer support role.
Experience providing customer support across multiple channels, including email, phone, social media and live chat.
Previous experience using Zendesk is highly desirable.
Good knowledge of Office 365 and databases.
Previous experience dealing with logistics or delivery partners.
Strong written and verbal communication skills.
Highly organised with excellent attention to detail.
A thoughtful, patient and empathetic approach to dealing with customers.
Analytical and inquisitive, with the ability to investigate issues and find practical solutions.
Comfortable working in a fast-paced environment and managing multiple enquiries and priorities.
A positive, helpful and solution-focused attitude.
Ability to work effectively as part of a small team and support with wider office duties when required.
If you are an experienced Customer Service Advisor looking for a temporary maternity cover opportunity in Hastings, with a start date in early to mid-November, please click 'Apply now'!
