Overview of the Role
We are looking for a motivated and customer-focused Customer Service Advisor to join our team. The role involves handling customer enquiries via telephone and email, supporting sales activity, serving customers at the trade counter, and liaising with the warehouse team to ensure prompt order dispatch.
You will play a key part in delivering a high level of customer service and satisfaction while contributing to sales growth and continuous improvement across the business.
Key Responsibilities
1. Answer incoming telephone calls and assist customers with enquiries and questions
2. Respond to customer emails and provide accurate information and support
3. Serve customers at the trade counter in a professional and friendly manner
4. Increase trade sales and monitor performance on a weekly basis
5. Proactively suggest ideas to improve trade sales and customer engagement
6. Liaise with the warehouse team to ensure urgent orders are dispatched on time
7. Handle customer returns and refunds, escalating complaints to the Line Manager when necessary
8. Respond to customer queries generated via eBay and other online channels
9. Ensure priorities are managed effectively and adapt when priorities change
10. Maintain a tidy and organised trade counter and sales office environment
11. Contribute to improving the overall customer experience and satisfaction
12. Participate as an active member of the team and support colleagues when required
13. Contribute to continuous improvement initiatives within the business
14. Demonstrate flexibility and a willingness to embrace change
15. Work safely and follow all relevant health and safety procedures
16. Continuously improve knowledge of vehicle parts and accessories
17. Maintain a confident and professional telephone manner
18. Use computer systems effectively to support daily tasks
19. Carry out any reasonable duties assigned by the Line Manager
This list of duties is not exhaustive and may evolve in line with business needs.
Skills and Experience
20. Strong customer service skills
21. Confident and professional communication skills (phone, email, and face-to-face)
22. Good organisational and time management abilities
23. Basic computer literacy
24. Ability to work both independently and as part of a team
25. A proactive and positive attitude
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