We are seeking a proactive and detail-oriented Customer Service Advisor to join our Customer Experience Department within a leading parcel delivery company. This role focuses on handling enquiries received via chatbot escalations and email, supporting both clients (business partners) and end customers. The successful candidate will investigate real-time delivery queries, including missing or damaged parcels, ensuring accurate updates and effective solutions. Key Responsibilities Manage and respond to enquiries escalated from the chatbot system and via email. Investigate delivery issues, liaising with internal teams (operations, couriers, account management) to gather information and resolve cases. Investigate real-time delivery queries such as delayed, missing, or damaged parcels. Provide updates and resolutions for both clients (business accounts) and customers. Liaise with internal teams (operations, couriers, depots, and account management) to gather information quickly. Accurately log and track all enquiries using internal systems. Draft professional, clear, and empathetic written responses. Monitor and prioritise workload to meet Service Level Agreements (SLAs). Provide feedback on recurring issues and contribute to service improvement initiatives. Support the optimisation of chatbot responses to enhance the digital customer journey. Skills & Experience Essential: Experience in a customer service or support role (ideally in logistics, delivery, e-commerce, or contact centre environments). Strong written communication skills with excellent grammar and attention to detail. Ability to investigate and resolve issues methodically in a time-sensitive environment. Calm, empathetic, and professional approach when dealing with challenging situations. Competence in using CRM systems, email platforms, and case management tools. Ability to manage multiple priorities in a fast-paced environment. Desirable: Familiarity with chatbots and digital customer service tools. Knowledge of complaint-handling procedures and regulatory requirements. Key Attributes Empathetic and customer focused. Resilient and adaptable under pressure. Proactive, with a solutions-driven mindset. Strong organisational skills and attention to detail. Team player who can also work independently. Benefits Pay Rate: £12.21 per hour increasing to £12.91 after 12 weeks Hours: Monday to Friday, 08:00-18:30 (staggered start times, 8-hour shifts) Hybrid Working: Up to 2 days per week working from home once fully trained Opportunities for training and career development. Be part of a dynamic, supportive, and customer-focused team.