Job Title: Customer Service Advisor
Location: Rochdale
Type: Temporary to Permanent
Pay Rate: £12.31 per hour / £24,000 per annum
Hours: 37.5 hours per week
Working Pattern: Tuesday to Saturday, 09:00-17:00 (Saturday is work from home)
Initial Training: 2 weeks, Monday to Friday, 09:00-17:00
Role Purpose
To deliver a consistently positive and professional customer experience by building strong relationships with customers and representing our brand with care, clarity, and empathy.
Key Responsibilities:
1. Respond to customer enquiries promptly and accurately via phone, email, and web chat
2. Understand customer needs and assist them in using product features effectively
3. Log customer returns and replacements with detailed and accurate information
4. Identify and report trends in faulty products to support continuous improvement
5. Maintain customer databases with relevant technical issues and conversation history
6. Monitor and respond to customer feedback and complaints on social media
7. Provide clear guidance on product functionality and usage
8. Share customer insights, feature updates, and solutions with the wider team
9. Ensure all enquiries are followed up and resolved in a timely manner
10. Collect and relay customer feedback to product and marketing teams
What We're Looking For
This is a customer-facing role where being polite, professional, and compassionate is essential. The ideal candidate will also have:
11. Strong interpersonal and communication skills
12. The ability to work collaboratively in a fast-paced team environment
13. A calm and confident approach to handling complex queries
Essential Requirements
14. Minimum 1 year of experience in a similar online customer service role
15. Excellent written and verbal communication
16. Strong problem-solving and multitasking abilities
17. Patience and professionalism with challenging customer situations
18. Familiarity with Freshdesk or similar CRM/ticketing platforms
19. Courier search and complaint handling experience (desirable but not essential)
Key Performance Indicators
20. Increased customer satisfaction and retention
21. Enhanced brand reputation through excellent service
22. Growth in positive feedback and referrals
Health & Safety Responsibilities
All employees must:
23. Follow all company safety, hygiene, and environmental procedures
24. Understand and manage job-related risks
25. Immediately report any issues or unsafe conditions
26. Contribute to ongoing health and safety improvements
Please apply only if has relevent experince.