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Customer Service Advisor

4 months ago

Ulverston, United Kingdom Fruugo.com Ltd Full time

**Job Purpose**

You will work with our customers to help them with their queries, working though tickets daily to resolution and providing excellent customer outcomes at all times. You'll make a positive impact on every customer call, efficiently and effectively having the right conversations with them to meet their needs, building excellent relationships over the telephone, and providing a friendly, timely and professional service.

**Core Accountabilities**

Main

**Responsibilities**:

- Assisting with product and order queries, payment queries, returns and refunds
- Deal with cancellations and order changes as priority
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
- Be able to read and respond to other people’s tickets with accuracy
- Escalate customer complaints as appropriate to the customer services team leader
- Liaise with multiple teams across the organisation
- Resolve any emerging problems that our customers might face with accuracy and efficiency
- Escalate uncooperative retailers to the customer service team leader or customer service retailer support dependant on the issues concerned
- Identify and assess customers’ needs to achieve satisfaction
- Provide accurate, valid and complete information by using the right methods/tools
- Suggest ways to improve internal processes or issues on the website
- Follow communication procedures, guidelines and policies
- Respond to customer reviews on TP and handle customer cases with urgency
- Handle failed refunds and process payments back to customers via PayPal.
- Resolve any Klarna or PayPal pre-dispute tickets

**Requirements**:
**Skills & Knowledge Required**

Personal Attributes
- Must have previous customer service experience
- Confident and professional telephone manner
- Strong team player
- Language skills desirable but not essential
- Ability to adapt/respond to different types of customers
- Accuracy and attention to detail
- Good decision-making and problem-solving abilities to respond to complaints and questions and to think quickly during customer interactions
- Computer literate with good working knowledge of Microsoft office suite and the collaboration tools used by Fruugo
- A practical and logical approach to business problems and issues; a problem solver
- Takes direction and provides proactive, constructive support
- Able to operate under pressure and to manage multiple tickets in parallel
- Somebody who can work well independently but can also provide a good team-fit for the business and is capable at working cross-functionally with other departments
- Working knowledge of VAT requirements
- Ability to multi task

**Benefits**

**Salary**: £16,000 - £17,300 per annum

Hours of work are 35 hours per week, and will finish early one day per week You will be on a shift rota and work one weekend day every other week. You will also receive 20 holidays per year plus bank holidays.

The position is primarily hybrid, though working from our Ulverston office is required once per week.

Fruugo is a great place to work and we are proud of our friendly, supportive and dynamic culture which treats everyone with respect and embraces diversity. We have some excellent benefits, including Company pension, employee discount, Employee Referral Programme, and a fantastic Employee Assistance Programme, offering wellness benefits to employees and their immediate family.