Overview
As a Receptionist & eCommerce Customer Support Advisor, you'll be the friendly face welcoming visitors to our offices and the helpful problem-solver supporting our online customers. Working closely with colleagues across the business, you'll deliver a high-quality, consistent service across multiple channels, helping ensure every interaction is positive and professional. You'll play a key role in maintaining strong service levels while supporting continuous improvement across the customer journey. From greeting visitors to resolving customer queries, you'll help create a seamless and supportive experience that reflects the Hallmark brand.
Responsibilities
* Welcome visitors to the Hallmark offices, providing guidance on arrival and ensuring colleagues are notified appropriately.
* Respond to customer enquiries promptly and effectively, maintaining service levels and delivering a positive experience.
* Support customers across email, phone and social media channels, ensuring consistency in communication.
* Acknowledge and resolve customer queries and complaints with empathy and professionalism.
* Manage customer issues including refunds, returns and reviews, ensuring they are handled efficiently.
* Build strong product knowledge to confidently support and guide customers.
* Maintain accurate records of customer interactions, feedback and resolutions.
* Collaborate with internal teams to coordinate updates, share insights and resolve queries.
* Escalate feedback and issues to relevant teams to support improvements in products and services.
* Contribute to continuous improvement by identifying opportunities to enhance processes and customer experience.
* Support a customer‑first culture, ensuring all interactions are professional, patient and high‑quality.
Accountabilities
* Delivering consistent, high‑quality customer support in line with service level expectations.
* Maintaining accurate and up‑to‑date records of customer interactions and issues.
* Supporting efficient handling of customer queries, refunds and returns.
* Contributing to continuous improvement of processes and customer experience.
* Acting as a reliable first point of contact for visitors and customers.
Qualifications
* Confidence using Microsoft Office tools, including Excel, Word and Outlook.
* Strong organisational skills and the ability to manage multiple tasks effectively.
* A positive, empathetic and professional approach when supporting customers.
* Strong communication skills, both written and verbal.
* The ability to handle a wide range of customer queries and deliver timely resolutions.
* Excellent listening skills and a natural ability to build rapport and trust.
* A proactive, solution‑focused mindset with strong problem‑solving capability.
* High attention to detail and accuracy in all tasks.
* A flexible, "can‑do" attitude and the ability to stay focused in a busy environment.
* A strong commitment to delivering high‑quality work and customer satisfaction.
Benefits
* Competitive salary
* 26 days holiday plus bank holidays
* Health cashback scheme
* Pension benefit
* Requirement to be in the office 5 days per week
* Free onsite parking
* A variety of other cultural and lifestyle benefits, aimed at promoting a positive work/life balance
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