Ecommerce Customer Service Advisor

6 months ago

London, United Kingdom GSF Car Parts Full time

**About The Role**:
As we continue to develop our ecommerce presence, it is important to us to have Customer Service Advisors onboard to play a key role within our ecommerce team.

As an Ecommerce Customer Service Advisor, you will play a key role in the achievement of ecommerce sales and customer service objectives, utilising telephone and online communication channels, and responding to pre and post purchase enquiries received via our messaging suite. You will have responsibility for providing a quality, efficient and effective customer experience from receipt of the order through to dispatch of the package.

**Main duties include**:
- Provide a friendly and professional point of contact answering customer queries via telephone, live chat and online channels
- Give accurate and confident advice about the products and services we offer
- Deliver an efficient service at all times, ensuring total customer satisfaction throughout their journey
- Identifying trends/issues impacting the customer experience and proactively resolving or escalating where required
- Recognising and rectifying customer dissatisfaction whilst adhering to company policy and processes
- Ensuring KPI’s and SLA’s are met consistently
- Ownership of personal development and continuous learning utilising in-house training suite
- Contribute to positive team performance and continued growth

**Working hours**:
***
42.5 hours (average) hours per week, Monday to Friday, including alternate Saturday working

**About You**:
**What you'll need to succeed**:

- Process driven and able to work well under pressure
- Excellent interpersonal and communications skills
- Ability to utilise multiple workspace systems whilst ensuring accurate data entry
- Able to work independently but also keeping team objectives in mind
- Strong customer focus
- Target driven and motivated by achieving objectives
- A desire to learn and develop industry knowledge
- Confident user of IT and computer systems across a multi-monitor workspace
- An interest or experience within the automotive industry or motorsport would be advantageous but not essential

**What we'll offer**:

- 28 days annual leave, including bank holiday and opportunity to increase annual leave for time served
- Online employee discount scheme including big discounts to local cinemas, theme park attractions, major retailers and much more
- Healthcare cash plan
- Company pension
- Internal Development Programmes
- Career progression opportunities

**About Us**:
GSF Car Parts is one of the UK’s leading automotive parts distributors, supplying thousands of independent garages throughout the UK and Ireland with parts, tools, garage equipment and specialist training. The group has over 175 branches nationwide and a turnover exceeding £475 million. Built on the heritage and success of a dozen local brand identities acquired over several years, we have traded as one brand since November 2021. Our branch network is bolstered by centralised support and expertise from specialist departments in key areas such as procurement and supply chain, marketing and national accounts. The business also benefits from integrated IT systems, which include our industry leading catalogue system, Allicat, and access to the Group's national garage programme, Servicesure.

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