E-commerce Customer Service Advisor

4 days ago


Birmingham, United Kingdom Parna Recruitment Full time

**Full Job Description**

**Job Title: E-Commerce Customer Service Advisor**
**Responsible to: Head of eBay | Working as part of a fast-paced E-Commerce Team.**

**Company & Role Overview**

Our client has been founded in the Vape industry for over 10 years and has continued to grow and expand its position, catering to both B2B and B2C.
As they continue to develop their B2C e-commerce presence, it is important for them to have a Customer Service Advisor onboard who will play a key role in achieving customer service objectives, utilising all communication channels, and responding to pre andpost purchase enquiries.
Main duties and responsibilities:

- Provide a friendly and professional point of contact in answering customer queries,
- Give accurate and confident advice about products, deals and services we offer,
- Deliver an efficient service at all times, ensuring customer satisfaction throughout their journey,
- Identify issues impacting the buyer experience and proactively resolving or escalating when needed,
- Recognising and rectifying customer dissatisfaction whilst adhering to company policies,
- Ownership of personal development and continuous learning to increase efficiency within the role,
- Monitor, respond, resolve, and manage Feedback on Trustpilot, Google and eBay,
- Develop the role for expansion through creating a Customer Service Handbook,
- Liaising with our Warehouse, Purchasing and Management Teams on a daily basis,
- Track and report on customer service metrics,

Key Skills and Experience:

- Have a minimum of 1 years experience within Ecommerce Customer Services,
- Knowledge of eBay Cases, Refunds, Cancellations and navigating the platform,
- An appreciation of Online and Distance Selling Laws and procedures,
- Have a passion for Customer Service with a desire to achieve and maintain the highest levels,
- Confident user of technology, IT and computer systems across a multi-monitor workspace,
- Desire to streamline, learn new processes and easily adapt to change,
- Ability to utilise multiple workspace systems whilst ensuring accurate data entry,
- Process driven, efficiency focused and able to work well under pressure.
- Excellent interpersonal and communications skills,
- Able to work independently, be proactive and take the initiative to problem solve,
- Experience or knowledge of Vape products industry would be advantageous but not essential,
- Key time and task management skills with the ability to adjust and prioritise workloads,
- An understanding of CRM and CMS systems, Microsoft and Google Docs is important,

**Working hours**:
Mon-Friday 09.00-17.00
Saturday - 1 Hour to be completed by 9am (Remote)
**What we'll offer**:

- 28 days annual leave, including bank holiday.
- Employee discounts on products,
- Company pension,
- Career progression opportunities

**Salary**
£20 - £24k per year,
**Bonus**:
OTE £200 per month,



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