Overview
Join to apply for the Ecommerce Customer Experience Advisor role at evo.
We are looking for a dedicated and customer-focused Customer Experience Advisor to join our Ecommerce team. In this role, you will be the first point of contact for our customers, delivering a high standard of service through both phone and email. Youll play a key part in ensuring customer satisfaction by resolving queries efficiently and professionally, while also contributing to the continuous improvement of the customer experience.
Key Responsibilities
* Respond promptly to customer calls and emails, providing accurate information and resolving queries.
* Handle post-sales queries from both internal and external customers.
* Take ownership of customer complaints and ensure timely resolution.
* Maintain accurate records of all customer interactions and actions taken.
* Collaborate with internal teams to manage customer expectations and resolve issues.
* Ensure compliance with business processes and service level agreements (SLAs).
* Support credit management by understanding the financial impact of customer service decisions.
* Meet weekly and monthly objectives set by the Ecommerce Helpdesk Manager.
Essential
* Previous experience in a customer service role.
* Understanding of online trading, regulations, and standards.
* Strong communication and interpersonal skills.
* Ability to handle complaints and difficult conversations with resilience and professionalism.
* Excellent problem-solving skills and attention to detail.
* Commercial awareness and the ability to balance customer satisfaction with business needs.
* Strong organisational skills and the ability to multitask in a fast-paced environment.
* Proficiency in Microsoft Office (Outlook, Word, Excel).
Desirable
* Industry and product knowledge.
* Experience working in an ecommerce or online retail environment.
Location
Normanton, England, United Kingdom
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Other
Industries
* Administrative and Support Services
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