Customer Care Advisor

3 weeks ago

Chorley, United Kingdom Hedges Direct Full time

We have a new opportunity available for a Customer Care Advisor to join the team based in Chorley. You will join us on a full-time, permanent basis and in return, you will receive a competitive salary (depending on level of experience) and great benefits

About us:

Hedges Direct Ltd are online hedging specialists, with decades of industry experience and a culture firmly focused on quality and service. We supply large quantities of hedging to landscapers, garden designers, builders, hotels, pub chains also a significant proportion to retail customers across the UK and parts of Europe.

Contracted Hours: 40 hours per week, Monday to Sunday, 8 hour shifts between the opening hours of 8am and 8pm on weekdays and 9am to 5.30pm on weekend days.

The Customer Care Advisor role:

Due to continued growth across the business, we are looking to recruit Customer Care Advisors to join our busy Customer Care Team. Working across multiple brands, in a busy e-commerce business. You will deal with a high volume of incoming communications and proactively outbound customers from both retail and trade.

The Customer Care Team will ensure that every customer receives a first-class service with the very best aftercare service. You and your colleagues will deal with all enquiries, complaints, challenges, or issues and resolve these quickly and efficiently.

The role will involve communicating to customers via outbound calls, inbound calls, along with cases, emails and other tasks relating to customer orders.

You will be provided with full training for this role, but also be expected to do your own research on the products and the business. For the right candidate there are lots of opportunities for development and progress, we would prefer this applicant to have a minimum of 1 year’s customer care experience.

Key responsibilities as our Customer Care Advisor:

  • Deliver a first-class customer experience offering advice or resolving customers queries
  • Handle a high volume of customer communications
  • Manage customers’ expectations, be honest, supportive, professional and friendly
  • Deal with customers queries promptly and provide first contact resolution where possible
  • Where customer queries cannot be resolved in the first contact, communicate with thecustomer what will happen next
  • Call customers with updates on their orders
  • Call customers with details of delays or problems
  • Work with other departments within the company to ensure we manage any complaintsor issues with a good result for the customer. Particularly, Nursery, Transport and Sales
  • Feedback to Customer Care Manager anywhere you think we can improve the customer journey
  • Work on aftersales initiatives and ensure customers can buy plant feed and any after sales products available.

Skills and experience required as our Customer Care Advisor:

  • Empathy
  • Good listening skills
  • The ability to diffuse potential situations
  • Strong effective communicator
  • Motivated and driven
  • Customer Care or call center experience
  • Confident personality with a can-do attitude
  • Works well under pressure
  • The ability to work independently and as part of a team
  • Excellent written and verbal communication skills

Benefits you will receive as our Customer Care Advisor:

  • 33 days holiday (including Bank Holidays and extended Christmas break)
  • Free tea, coffee and refreshments
  • Free on-site car parking
  • Birthday Day Off
  • Employee Discount Scheme
  • Enhance Maternity and Paternity Pay
  • Company Sick Pay
  • Life Circumstances Leave
  • Company Social Events
  • Holiday Buy Back Scheme
  • Volunteering Days
  • Recommend a Friend

If you feel you have the required skills and experience to join us as our Customer Care Advisor, please click ‘apply’ now, we’d love to hear from you

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