We have an exciting opportunity for a Customer Service Operator to join our Customer Services team on a temporary basis during the busy Christmas period. This role is key to delivering excellent customer service to all consumers contacting Barbour, utilizing strong communication skills (telephone, email, chat) and IT literacy to ensure clear and relevant information is provided.
The successful candidate will:
1. Communicate with consumers by phone, email, and chat, assisting with product inquiries, online order support, and processing returns, service returns, or complaints.
2. Liaise with customers regarding trade faulty returns, generate return authorisation documents, and provide aftersales advice.
3. Handle telephone inquiries and correspondence within set timeframes, maintaining high standards of politeness, courtesy, efficiency, and friendliness.
4. Respond appropriately to complaints or inquiries, aiming for satisfactory resolution.
5. Query returns with consumers and customers under supervision.
6. Maintain accurate records of all communications.
7. Prepare quotations daily for returned garments within specified timescales.
8. Assist with administrative activities to ensure office efficiency, including document management.
9. Continuously develop product knowledge and customer service skills, sharing insights with the team to enhance service levels.
10. Build relationships with third-party suppliers to meet and exceed customer expectations.
11. Contribute to internal sharing of website, stock, quality, and service issues.
12. Build rapport with customers, working to meet and exceed SLA commitments.
13. Complete trade faulty authorisation forms, export/import documentation, and service quotations with high attention to detail.
14. Collaborate with Barbour Partners to deliver excellent customer service outside the UK, within agreed timelines.
15. Manage orders across various channels, including ecommerce and dropshipping.
Skills and experience required include:
* Excellent customer service and communication skills
* Proactive approach to process improvements
* High attention to detail
* Ability to meet tight deadlines
* Experience in a customer service environment (preferred)
The role is based at our Bedesway Distribution Centre in South Shields, working 37.5 hours per week, five shifts, until the end of January 2026. Benefits include a discretionary bonus, staff discounts, healthcare plans, holiday entitlement, training opportunities, free parking, and wellbeing support.
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