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Job Title: Customer Care Advisor
Department: Customer Care
Reporting to: Customer Care Manager
Location: Homebased
Contract: Permanent
Hours: 37.5, Monday-Friday with 1 in 4 Weekends
Salary: £23,500
Are you passionate about making a positive impact on people's lives? Do you thrive in a dynamic and fast-paced environment? If so, we have the perfect opportunity for you! Join our team as a Customer Care Advisor and embark on a fulfilling journey where your skills, dedication, and passion for customer satisfaction will be the driving force behind your success. Full training will be provided.
You should be well-presented and able to work extended hours during peak periods as required.
GFS has been trading since 2001 and is the UK's leading carrier management company, working with brands such as Molton Brown, Mamas & Papas, and Dune Shoes. Over 20+ years, GFS has developed a focus on driving carrier performance for our customers. We have exciting growth plans that provide real opportunities for career progression.
Main areas of responsibility
* Handle calls within the timeframes set out within the KPIs;
* Respond to emails promptly within the KPI timeframes;
* Book and track collections within the KPI timeframes;
* Raise and resolve tickets within the KPI timeframes;
* Track consignments;
* Promptly escalate customer issues to the Customer Services Manager;
* Ensure customer needs are met internally and externally;
* Handle customer complaints promptly and escalate as needed.
Education & Experience
Essential:
* Self-motivated with ambition to succeed;
* Experience in customer service or call centre environment;
* Ability to communicate effectively and influence suppliers to deliver premium service.
Desirable:
* Experience in the parcel industry.
Personal qualities
* Strong ability to impact and influence;
* Excellent interpersonal skills;
* Effective communication skills;
* Values others' opinions;
* High integrity, trust, and respect;
* Decision-making ability;
* Good problem-solving skills;
* Approachable, adaptable, and flexible;
* Encourages change and challenges assumptions;
* Positive 'can-do' attitude.
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