Job Overview
We are seeking a dedicated and enthusiastic Customer Service Advisor to join our dynamic team. You are customer-focused, dependable, and enthusiastic, with a positive outlook and a natural ability to create excellent customer experiences. An empathetic problem solver, you are committed to leaving a lasting impression by delivering exceptional service. You will bring at least three years' experience in a customer services environment (ideally within retail or e-commerce), with strong knowledge of online marketplaces. You will also be confident using CRM systems and able to navigate multiple software applications with ease. As a proactive, organised, and motivated self-starter, you thrive in a busy environment and are comfortable working both independently and as part of a close-knit team.
Responsibilities
* Respond to customer enquiries via telephone, email, and live chat, providing timely, accurate, and empathetic responses.
* Manage customer interactions from inception to resolution, ensuring first contact resolution wherever possible.
* Resolve complaints professionally, escalating when appropriate, and ensuring consistent follow-up.
* Maintain and enhance our excellent Trustpilot scores by delivering first-class customer care.
* Liaise confidently with internal departments, external stakeholders, marketplaces, warehouses, and logistics partners. Record and manage customer data accurately, following defined processes.
* Adopt positive language and a "can-do" approach when addressing customer challenges
* Managing online marketplaces
Skills
* Minimum of 3 years' customer service experience (retail or e-commerce desirable).
* Exceptional communication skills (verbal and written), with active listening ability.
* Strong interpersonal skills with a friendly, approachable manner.
* Excellent time management and organisational skills, with the ability to prioritise effectively.
* IT literate with competent use of Microsoft Office; CRM experience highly desirable. Ability to problem-solve and make decisions quickly.
* Flexible, adaptable, and proactive with a collaborative mindset
* Proficient in CRM systems is highly desirable.
* Excellent communication skills, both verbal and written, with the ability to convey information clearly and concisely.
* Strong analytical skills to assess customer needs and develop effective solutions.
* A proactive approach to problem-solving with a focus on customer satisfaction.
Job Types: Full-time, Permanent
Pay: £26,500.00-£28,000.00 per year
Benefits:
* Casual dress
* Company pension
* Discounted or free food
* Health & wellbeing programme
* On-site parking
Ability to commute/relocate:
* Leicester LE4 7SL: reliably commute or plan to relocate before starting work (required)
Experience:
* Customer service: 3 years (required)
Work authorisation:
* United Kingdom (required)
Work Location: In person