Aftersales and Customer Care Administrator
Location: Farnborough
Hours: Tuesday - Saturday 08:30-17:30 Saturdays 08:30 – 15:30
Start date: ASAP
Salary: £27,000
The Customer Service Team’s primary focus is to ensure customers are happy and the best possible service is delivered. This position is focused on after-sales care, following up with clients awaiting delivery or making changes to their orders.
The role is varied and involves managing a busy inbox alongside live chat and phone calls. You must be able to remain calm and handle issues as they arise.
The role requires a strong eye for detail, including inputting addresses, changing orders and sending emails.
Duties include:
Managing a busy inbox and phone system
Forwarding calls where necessary
Assisting customers with order queries
Sending order confirmations if not received
Building and maintaining strong customer relationships
Attending regular team meetings
Ongoing training and development
Handling customer complaints and queries
Maintaining strong relationships across teams
Ensuring returns, refunds and resends are tracked and investigated
Investigating fraudulent transactions and disputes
Keeping all databases fully up to date
Supporting the processing team (reprinting gift messages, arranging new decals, recreating shipments)
Assisting customers with order amendments
Liaising with delivery companies regarding missed deliveries and delivery queries
Checking delivery invoices against orders to support accounts
Skills required:
Previous experience in a similar role preferred
Strong attention to detail
Excellent administration skills
Experience using email and MS Office
Excellent telephone manner
Strong inbox management skills
Comfortable working both independently and as part of a team
Happy working in a fast-paced environment
Positive, can-do attitude
Strong problem-solving skills