About The Role
As we continue to develop our ecommerce presence, it is important to us to have Customer Service Advisors onboard to play a key role within our ecommerce team based at our brand new National Distribution Centre in Wolverhampton.
As an Ecommerce Customer Service Advisor, you will play a key role in the achievement of ecommerce sales and customer service objectives, utilising telephone and online communication channels, and responding to pre and post purchase enquiries received via our messaging suite. You will have responsibility for providing a quality, efficient and effective customer experience from receipt of the order through to dispatch of the package.
Main Duties and Accountabilities
Customer Support:
1. Answer customer telephone and electronic enquiries (messaging suites, live chat)
2. Handle pre-purchase queries (Fitment/Product/Collection/Shipping)
3. Address post-purchase issues (Order Issues/Cancellations/Returns)
4. Process telephone/email orders accurately
5. Maximise sales opportunities (Conversion/Retention/Up-sell/Add-on)
6. Minimise costs in resolving order issues and returns
7. Understand the relationship between sales and daily/monthly budget
8. Provide accurate and confident advice on products and services
9. Inform customers of additional required parts
Meet Team and Individual Targets:
10. Achieve customer enquiry/response output targets
11. Maintain response relevance, accuracy, and attention to detail
12. Exceed customer satisfaction KPIs
13. Contribute to positive customer feedback and resolution
Fulfill Customer Needs:
14. Deliver high standards of customer service
15. Answer calls professionally and clearly
16. Maintain required standards in verbal and written communication
17. Assist customers with pre-purchase and post-purchase enquiries efficiently
18. Handle complaints calmly and professionally, ensuring satisfactory resolution
19. Keep customers updated and follow through on promises
20. Ensure total customer satisfaction through accurate and professional service
Working hours:
hours (average) hours per week, Monday to Friday
About You
The ideal candidate will have a proven track record in telesales and/or customer service.
What you'll need to succeed:
21. Process driven and able to work well under pressure
22. Excellent interpersonal and communications skills
23. Ability to utilise multiple workspace systems whilst ensuring accurate data entry
24. Able to work independently but also keeping team objectives in mind
25. Strong customer focus
26. Target driven and motivated by achieving objectives
27. A desire to learn and develop industry knowledge
28. Confident user of IT and computer systems across a multi-monitor workspace
29. An interest or experience within the automotive industry or motorsport would be advantageous but not essential
What we'll offer:
30. days annual leave, including bank holiday and opportunity to increase annual leave for time served
31. Online employee discount scheme including big discounts to local cinemas, theme park attractions, major retailers and much more
32. Healthcare cash plan
33. Company pension
34. Internal Development Programmes
35. Career progression opportunities
About Us
GSF Car Parts is one of the UK’s leading automotive parts distributors, supplying thousands of independent garages throughout the UK and Ireland with parts, tools, garage equipment and specialist training. The group has over branches nationwide and a turnover exceeding £ million. Built on the heritage and success of a dozen local brand identities acquired over several years, we have traded as one brand since November 1. Our branch network is bolstered by centralised support and expertise from specialist departments in key areas such as procurement and supply chain, marketing and national accounts. The business also benefits from integrated IT systems, which include our industry leading catalogue system, Allicat, and access to the Group's national garage programme, Servicesure.