Online Customer Service Advisor

2 weeks ago

Renfrew, United Kingdom Professional Beauty Systems Full time

Job Title: Online Customer Service Advisor

 

PERMANENT


Professional Beauty Systems:

We are a leading hair and beauty brand manufacturing company known for our innovative, high-quality products and dedication to customer satisfaction. We have over 40 years of experience working with the best people in the industry and now we are looking to grow our team.

We have an exciting opportunity for a talented and committed Online Customer Service Advisor to join our dynamic ecommerce team


Role Overview:

From placing an online order, through to delivery to their home, and use of our products, we are committed to providing a best in class customer experience. In the event a customer should contact our customer care team via email, live chat, or social media, our Online Customer Service Advisor is ready, empowered and committed to providing a flawless service, resolving any issue and ensuring the customer is happy.


Responsibilities:

  • Dealing with customer queries and assisting with returns, exchanges, and any product faults, via email/live chat/social media.
  • Responding to any customer comments with a positive and responsive voice that remains reflective of our audiences and brands.
  • Resolve customer complaints and issues in a timely and satisfactory manner.
  • Ensure customer satisfaction by providing friendly and efficient service.
  • Maintain accurate customer records and order information.
  • Using a number of different digital platforms, including Shopify and Big Commerce.
  • Data entry, including the update of all customer queries/issues.
  • Weekly collating of all data in regard to the number of emails replied to, response times, returns processed, etc.
  • Collaborate internally to provide customer feedback on products and online experience.
  • Liaising with our warehouse team to ensure quick dispatch, order fulfillment, and delivery dates are met.
  • Communicating with our Ecommerce and Marketing teams to ensure accurate product information is correctly communicated.
  • Demonstrating a great knowledge of our products and general love for the brands.


Requirements:

  • Proven experience in customer service.
  • Digital proficiency essential.
  • Proficiency in MS Excel essential.
  • Impeccable written communication skills.
  • Ability to work both independently and collaboratively in a fast-paced environment.
  • Agile team player with a proactive approach, capable of effective time management.
  • Strong attention to detail and ability to multitask.
  • Passion for hair and beauty preferred.


Benefits:

  • Competitive salary and benefits package.
  • Collaborative and supportive work environment.
  • Opportunity to upskill and train in new areas.
  • Access to company products and discounts.




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