Job Overview:
We have an exciting opportunity to join our Customer Service Team at Rave. As a Customer Service Advisor, you will play a key role in supporting the day-to-day operations of the business. The successful candidate should be customer focused, proactive and passionate about their work. You should be great at communicating across all contact methods and be enthusiastic in delivering the same exceptional service to the first customer of the day to the last.
Key Responsibilities:
* Handling all daily customer contact channels, including phone calls, emails, live chat and social media private channels providing informed advice on coffee including ancillary products
* Provide exceptional customer support by responding to inquiries and resolving issues in a timely manner.
* Maintain accurate records on customer issues and carry out basic data analysis and housekeeping as required.
* Administer any backend customer services processing, including replacements and returns.
* Respond to customer feedback and reviews through various channels (such as, Google, Amazon & Trust Pilot etc).
* Contribute towards the Customer Service Team KPIs, ensuring performance is of the highest quality
* Maintain effective relationships and work closely with other departments and third parties to ensure the effective delivery of services
* Identifying opportunities to improve the customer experience
* Being comfortable with covering broader tasks than just customer service where needed. We are a small business, and sometimes need to jump in and support other parts of the business when they need help
* Assisting in building a Rave Coffee community by providing support to our customers
Attributes & Experience:
* 1-2 years experience in an online customer service or customer facing role or other relevant experience
* Excellent written and verbal communication skills
* Proactive and positive attitude to work
* Good organisational skills, excellent attention to detail and ability to multitask
* Self-starter, enthusiastic and results driven
* Ability to work collaboratively within a team and build strong rapport with colleagues and customers alike.
* Tech-savvy with good all round computer skills. Experience with spreadsheets desired but not essential.
* Experience in e-commerce platforms (such as Shopify, Linnworks) or CRM software (such as Gorgias) would be an advantage.
* Experience working within the coffee industry is preferred but not essential
Salary & Benefits:
* Competitive salary
* Free Parking
* Staff discount
Job Type: Full-time
Expected hours: 37.5 per week
Schedule:
* Monday to Friday
* Weekend work during busy periods only working 1 in every 4 Saturdays.
Education:
* GCSE or equivalent (preferred)
Job Types: Full-time, Permanent
Pay: £11.50-£12.50 per hour
Benefits:
* Casual dress
* Company pension
* Employee discount
* Free parking
Application question(s):
* This is an office based role, are you able to commute to our office in Cirencester 5 days a week?
Experience:
* Customer service: 1 year (preferred)
Work Location: In person