Customer Service Executive

2 weeks ago

Harrogate, United Kingdom HQ Personnel Full time

Our fantastic client is looking to recruiting Customer Service Advisors for their expanding team in Harrogate. The offices have just been refurbished so a great working environment

This role involves the day-to-day delivery of customer services and support to all customers across all channels. The Customer Service Advisor is responsible together with their team, for the maintenance and improvement in the high standards of customer service targeted by the company, ensuring that all communications platforms are serviced in line with the agreed quality standards set.

You will have the opportunity to work from home two days off the week and three days in the office. The two days worked from home will involve working one day, 8am
- 4.30pm and the other 11.30am
- 8pm. The shifts worked from the office will be 8.45am

**Main Duties**:

- Delivery of, on a day to day basis, the Company’s customer service and support capability across all B2C and B2B communication platforms, including the following:

- Social Media: Facebook, Twitter, Instagram
- Telephone
- Web Chat
- Salesforce CRM platform
- To achieve individual performance targets agreed with and set by the Group Customer Experience Manager
- Assist in the management of escalated customer complaints
- Develop customer rapport to defuse escalated complaints
- Advise customers of company policies and procedures
- Turn complaints into sales where possible
- Assist the Group Customer Experience Manager in keeping the Knowledge Bank up-to-date and ensuring everyone is briefed on any promotions / changes in a timely manner;
**Social Media cover**:

- Respond to Customer Service queries on social platforms including Instagram, Facebook and Twitter.
- Maintain the comments on organic posts and paid ads, ensuring any queries or complaints are answered quickly and appropriately.
- Communicate with customers or potential customers using the appropriate brand wording and messaging.
- Interact with posts and fans of the brand; including liking comments, liking and commenting on posts. Engaging with customers daily.
- Direct queries to the appropriate contacts e.g. press enquiries, influencers etc.

The role also involves order processing, fraud checking and dealing with returns. There will be training provided and the company invest hugely into their employees.

In return our client is paying a salary of £21,630, you will also receive a quarterly bonus and an annual bonus dependent on the company profit.

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