Job Description: Customer Service Administrator
Location: Office Based
Reports to: Head of Purchasing
Contract Type: Full Time, Permanent
About the Role
We are looking for a proactive and organised Customer Service Administrator to join our team. The successful candidate will act as the first point of contact for customer enquiries, resolving product service issues, and managing complaints in a professional and timely manner. You will be responsible for communicating with customers and suppliers, ensuring a smooth and efficient resolution to all service-related matters.
Key Responsibilities
* Respond promptly to customer enquiries and complaints via email, text, Facebook Messenger, WhatsApp, and other digital platforms.
* Liaise with suppliers by phone and email to resolve product or service issues on behalf of customers.
* Track and monitor open cases, ensuring updates are provided to customers and internal stakeholders.
* Maintain accurate records of all customer interactions and case resolutions.
* Provide clear and empathetic communication to customers to ensure high levels of satisfaction.
* Escalate complex or unresolved issues to management where necessary.
* Support the wider customer service team with administrative tasks as required.
* Contribute to process improvements to enhance customer experience and efficiency.
Skills & Experience
* Previous experience in customer service or administration (retail or online business experience desirable).
* Strong written and verbal communication skills, with the ability to adapt tone depending on the platform (professional, empathetic, and clear).
* Confident in handling customer complaints and finding solutions under pressure.
* Excellent organisational skills with the ability to manage multiple cases simultaneously.
* Comfortable using digital communication platforms (email, social media messaging, WhatsApp) and CRM/ticketing systems.
* Professional telephone manner and ability to build positive relationships with suppliers.
* Strong problem-solving skills and a proactive approach.
Personal Attributes
* Empathetic and customer focused.
* Resilient and calm under pressure.
* Detail-oriented with a commitment to accuracy.
* Collaborative team player but also able to work independently.
* Positive attitude and willingness to learn.
Job Types: Full-time, Permanent
Pay: £25,000.00 per year
Work Location: In person