Customer Service Advisor

2 weeks ago

Durham, United Kingdom Workwear Express Full time

If you are a committed, passionate team player brimming with energy and always prioritising customers, we'd love to hear from you. The working hours are between 8am - 6pm from Monday to Friday, with occasional Saturdays.
Day-to-day tasks:

- Ensure all contacts are answered within the agreed timeframe, and explore opportunities for upselling, cross-selling, or suggesting alternatives.
- Take ownership of escalated issues related to delivery or collection, liaising with the customer and delivery partners to ensure quick resolution.
- Maintain comprehensive knowledge of Workwear Express products to provide top-notch assistance for pre-sale inquiries, driving them towards successful sales.
- Be the voice of Workwear Express, consistently providing an engaging, positive, and exceptional customer experience.
- Follow up with customers as necessary to ensure they have an outstanding experience throughout their journey.
- Inform customers about delivery updates, potential delays, or stock shortages.
- Deliver excellent post-sales service by processing return requests promptly and effectively.
- Collaborate closely with the Operations team and follow up on outstanding orders and shipping updates.
- Ensure customer inquiries are addressed promptly and in accordance with our service level agreements.

What we'll love about you:

- You're an expert in customer-facing roles and understand what it takes to deliver exceptional customer service.
- A natural communicator, you possess strong oral and written communication skills and can communicate effectively.
- You're energetic, adaptable, and passionate about presenting solutions.
- A skilled planner, you can stay resilient under tight deadlines and manage multiple tasks comfortably.
- At Workwear Express, things move quickly, so you'll need to be flexible and comfortable with change.
- You're collaborative and prefer working as part of a team rather than in isolation.
- You're proactive, possess a can-do attitude, and are eager to learn and grow.
- Experience in retail and e-commerce is preferable, but not essential.

Job Duties:

- Answer incoming customer inquiries.
- Collect and report customer feedback to ensure that best practices are recognised and maintained.
- Engage with customers in a friendly and professional manner while actively listening to their concerns.
- Provide support and solutions to customers in line with the company's customer service policies.
- Perform other duties as requested. Customer Service Advisor Customer Service Advisor_Customer Service Advisor_

If you are a real team player, who is committed, passionate with boundless energy always thinking 'Customer First' then read on. The hours are between 8am - 6pm Monday - Friday with the odd Saturday.

**Day to day stuff:

- **
- Ensure all contacts are answered within the agreed time and look to upsell, cross-sell and alternatives are offered.
- Ownership of any escalated issues regarding delivery or collection, following up with the customer and delivery partners to ensure a fast resolution.
- Maintain a full understanding of Workwear Express products to ensure top quality assistance for pre-sale enquiries and drive them to a successful sale.
- Represent the brand. As the voice of Workwear Express, you’ll always provide an engaging, positive, vibrant and extraordinary customer experience.
- Follow up with customers when necessary to ensure an outstanding experience is provided during the customer’s journey.
- Keep customers informed of delivery updates, delays or stock shortages.
- Provide excellent aftercare - sales service by processing return request in a timely and effective manner.
- Work closely with the Operations team and follow up on outstanding order and shipping updates.
- Ensure customer enquiries are dealt with promptly and in line with our service level agreements.

What we'll love about you:

- An expert when it comes to working in a customer-facing role you will know what it takes to deliver first-class customer service.
- Natural communicator with strong oral and written communication skills - Able to communicate effectively
- High energy, adaptability, and the ability to present solutions with passion.
- A planner - resilient in the face of tight deadlines and comfortable managing multiple tasks.
- We are faster than a group of huskies’ here at Workwear Express and things happen pretty quickly so you will need to be flexible (not the bendy kind) and okay with change.
- We are a collaborative bunch and would rather work together than in silos so collaborating with others comes naturally to you.
- You’ll be well practised at using your initiative, have a can-do attitude and will be peachy keen to learn and grow.
- Experience in retail and e-commerce is preferable, however not essential.

COVID-19 precaution(s):

- Social distancing guidelines in place

Job Duties:

- Answer incoming customer inquiries
- Collect and report customer feedback to ensure that best practice is

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