Customer Service Agents

3 weeks ago

Blackburn Lancashire, United Kingdom Pets Choice Ltd Full time

We are one of the fastest growing Pet Food Manufacturers in the UK and home to leading FMCG Pet Brands such as Webbox, Felight, Bob Martin, Meatiful and Vet’s Kitchen.
Our products range from food, treats, toys, accessories and healthcare for pets and small animals.
We manufacture and supply several channels including Grocery, Discounter, Wholesale, High Street Retail, eCommerce, Pet Specialist and Export markets.

We are going through continuous and sustainable growth and looking to add to our already amazing teams to be the best we can, and to become the leading business in the pet world

Make Pets Choice, Your Choice.

As the Senior Customer Care Advisor your main role is to efficiently and accurately provide customer support, deal with enquiries and complaints, and resolve any issues to their conclusion.

First point of contact for advice and support in respect of Pets Choice associated brands and products and ensure any queries and issues are resolved to an exceptional standard and satisfactory conclusion
Support the Customer Care Manager in the smooth running and effectiveness of the Customer Care function and the achievement of departmental objectives
Respond and resolve a wide variety of queries and complaints via telephone, email, post, chat, web, review forums and social channels for the entire portfolio
Ensure all cases and information is recorded into the CRM system
Be the point of escalation for the team for complaints ensuring swift resolution.
Encourage the generation of positive consumer reviews on review and website platforms.
Lead customer relations input for your areas in cross functional meetings, including chairing regular meetings to resolve ongoing issues to minimise future complaints
Support in the roll out and development of the CRM system to maximise performance and data insights.
Responsible for the adherence of agreed business policies and procedures, as well as legal requirements affecting the department e.g. Maintain archived data – file and organise archived consumer contact to ensure that information can be found promptly if requested
Support with audits relating to the department where required
Complaint investigation and root cause analysis

Experience gained from a FMCG Customer Relations/Customer care role
Experience of CRM systems in a contact centre environment
A genuine interest in working with and helping customers
Empathy and emotional intelligence
Must be fluent in English
A flexible, enthusiastic, and committed attitude

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