As Customer Service and On-boarding Support you will be at the forefront of our organisation, representing Pricecheck and multiple brands as the key point of contact for consumer-related queries. Your responsibilities will encompass a wide range of tasks, including answering product queries, resolving delivery and product issues, and ensuring customer satisfaction through every interaction.
You will play a pivotal role in maintaining our brands’ reputation for outstanding service and fostering positive relationships. You will work closely with the Business Development team and wider Trading function, aiding with b2b on-boarding along with essential business cover for the Sales, E-commerce & Reception teams.
What you'll be doing
Customer Service
* Respond promptly and courteously to customer enquiries via various channels, including phone and email.
* Identify and assess customers' needs to provide accurate and timely solutions or escalate issues to the appropriate department when necessary.
* Handle complaints and concerns with professionalism and empathy.
* Handle product returns and exchanges, ensuring adherence to company policies.
* Maintain a thorough understanding of brand products, attributes and services, along with tailoring communications to the target audience, to effectively address customer questions and concerns.
* Collaborate with the Marketing team to stay updated on brand messaging strategies and promotional campaigns, incorporating them into customer communications as appropriate.
* Collaborate closely with the technical support, operations and eCommerce teams to ensure seamless customer experiences and troubleshoot any software or system issues that may arise through customer interactions.
* Communicate with relevant teams, such as the Warehouse, to meet deadlines on d2c shipments, in line with company policy.
* Keep detailed records of customer interactions and transactions, including documenting any resolutions or actions taken.
* Use internal software and systems to access customer information, track interactions, and manage enquiries efficiently.
* Provide feedback on system functionality and user experience to inform ongoing improvements and enhancements.
* Provide cover for the companies Reception team, answering and transferring incoming calls to the business, ensuring calls are answered in a timely manner. Being responsible for covering periods of absence within the reception team.
Business Development Support
* Work with the Business Development team to respond to new b2b enquiries by phone or other communication channels.
* Introduce the Pricecheck proposition, ways of working and gain GDPR consent for new business customers
* Cover Sales Support / Sales Executive role during busy periods and annual leave to gain exposure and support the wider trading team.
* Complete various ad-hoc tasks as needed to support the broader ecommerce team.
What we're looking for
We’re after someone who’s genuinely passionate about delivering great service – both to customers and colleagues. Here’s what will help you succeed in this role:
* A confident communicator – someone who’s clear, polite and tenacious on the phone and in writing, with the ability to build strong relationships (both B2B and B2C).
* Adaptable and proactive – you’re keen to learn, happy to support wherever needed, and quick to pick things up.
* Calm under pressure – able to work at pace without compromising on quality or attention to detail.
* Organised and efficient – you manage your time well and meet deadlines with ease.
* Tech-savvy and commercially aware – comfortable using MS Office and Microsoft Dynamics, with a practical understanding of how your work supports wider business goals.
* A real team player – approachable, dependable, and always willing to lend a hand to get the job done
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