Customer Services Advisor

8 months ago

Norwich, United Kingdom Angling Direct Full time

**Background**:
Customers are at the heart of everything we do, they ultimately fuel our business so we must always have them in mind to better understand how to evolve. Therefore, to achieve our ambition in inspiring

**everyone**

to get outdoors and enjoy an exceptional fishing experience, we are committing to be Europe’s first choice omni-channel fishing tackle destination, for all anglers regardless of experience or ability.

**Job Purpose / Overview**:
The purpose of this job is to deal with customer inquiries, primarily angling inquiries, and deliver high-quality customer service. Using your experience and expertise, you will provide valuable assistance to the customer service team by addressing a wide range of customer questions and inquiries. You will be the initial point of contact for customers seeking specific advice related to product information, techniques, assisting new customers, and more.

The job involves a lot of interaction with people - also with colleagues, but mostly with the general public. Supporting processes and administration within the department is also a key part of the role, with a continuous improvement mindset. The customer service experience has the ability to change the perception a customer has of the Company. The customer service department builds a good relationship with customers through eloquent interpersonal and communication skills.

Upselling will be a key aspect of this role and using your sales skills you must be able to demonstrate an understanding of the market in order to successfully improve sales within the department.

Continuous liaison with other departmental staff and managers to ensure smooth communication flow and feedback. Problem-solving skills and having the ability to think quickly and outside the box, follow instructions, and work as a team and on your own initiative are key to the department's success. Additionally, accuracy and attention to detail, even when under pressure, good numeracy and computer skills, are imperative.

**Main Job Responsibilities**:
- Provide help to customers by offering advice whenever necessary- Dealing with enquiries and callbacks via telephone, E-mail and live chat- Taking the front foot regarding fishing-related customer contact- Supporting the management team by providing administrative assistance in day-to-day operations.- Upselling of products- Building relationships with customers for continued and ongoing sales

**Required Qualifications & Experience**:
- Excellent verbal and written skills.- Computer literate.-
- Previous admin experience would be an advantage- You must possess excellent communication skills for effective interaction with diverse groups of people- Previous customer service experience would be an advantage- Proven sales history would be an advantage- Good organization skills essential- Ability to adapt and respond quickly to changing priorities and unexpected situations.

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