Customer Service Advisor

Job Type:
Digital Workspace
Job reference:
about 1 month ago

Title: Customer Services Advisor
Location: Accrington
Duration: 7 Months
Rate: £10.60 p/hour

We are looking for a customer service agent with previous experience, confident in dealing with customer via different methods of communication with the main contacts being via - Chat, email and voice. Confident with a key focus to deliver a top class customer experience. Able to work in a team environment and also manage their workload alone.

Dealing with customers and delivering a best in class service. Key points of contact will be:

  • Call back requests
  • On line chat
  • Email queries
  • Social Media - Facebook/Twitter/Instagram
  • Placing orders offline
  • Contacting external companies to follow up on delivery queries
  • Customer review platforms - Reevoo/Trust pilot

Time/workload management is essential to the role, to ensure you follow up with actions and customers pro-actively.
Detailed View of tasks:

  • Emails
  • Call backs
  • Live chat
  • Social replies
  • Placing orders
  • Arranging returns
  • Emailing couriers to track parcels
  • Resubmitting payments
  • Cancel orders
  • Enrol customers onto discount scheme
  • Arrange returns - faulty, damaged, mis-shipped, unwanted etc
  • Book collections
  • Email things like - invoices, pre-paid return labels
  • Raise refunds - carriage fail, returned items, price errors
  • Courier disputes - investigate and sort/refer to card provider
  • PayPal claims - defend claims
  • Card Chargeback - defend claims
  • Pro-active contacts - chase declined payments, expired payments, stock delays

Raising internal tickets with :

  • Warehouse - chasing orders, stock issues, customer returns, faulty items
  • Support - issues that need fixing
  • Commercial/marketing - for queries on stock, promos, pricing etc
  • Purchasing - to cancel orders, chase ETAs, order stock
  • Finance - refunds, chasing issues, customer queries, supporting on fraud orders

If you feel you would be suitable, please send in your CV

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