Customer Service Advisors

DESCRIPTION

Crocus is one of the most successful and dynamic businesses in UK horticulture. Since our launch in April 2000, we've grown into one of the biggest gardening websites in the UK.We source and supply plants for large landscaping projects, including the prestigious RHS Chelsea Flower Show, and we are a leading online retailer, offering over 4,000 plant varieties.

We are looking to create a new customer service experience centre and require passionate customer focused **Case Managers **to enhance our customer centric team based in Windlesham, Surrey.

Your key purpose would be to deliver a market leading customer experience through the effective and efficient handling of queries and issues via all contact channels, ensuring that the customer is at the heart of everything we do.

**Key Tasks**
- Own the effective resolution of customer enquiries and complaints, providing realistic timescales to manage expectations, and ensuring the best possible resolution by balancing individual customer and business needs.
- Engage with couriers/external suppliers/head office stakeholders to appropriately
- resolve customer issues
- Demonstrate ‘best practices’ case management, ensuring all tickets are articulate,
- accurately categorised, and kept updated
- Ensure issues are prioritised and customers are kept updated with progress
- Complete administrative tasks which support the effective operation of the team,
- including the handling of payments and refunds
- Act as a customer advocate through active listening skills, empathising and
- acknowledging the customer’s perspective to minimise customer frustration
- Provide timely and appropriate customer responses on social media platforms
- Protect and enhance the Crocus reputation in all customer interactions
- Drive own performance to meet and exceed team and individual performance and
- quality assurance standards
- Actively contribute to continuous improvement to processes and knowledge material.
- Take responsibility for driving own personal development

**Skills & Experience Required**:

- Relevant experience in a contact centre environment would be advantageous.
- Excellent communication and attention to detail.
- Passionate about customer service and strive for success.
- Computer literate and quick in assimilating complex back office systems.
- The ability to multitask and handle challenging situations.
- Effective time management and prioritising skills.

**Salary**: £22,000.00 per year

**Benefits**:

- On-site parking

Schedule:

- 8 hour shift

Supplemental pay types:

- Bonus scheme

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)