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Live Chat Advisor

7 months ago

Durham, United Kingdom Workwear Express Full time

As an integral part of the Live Chat team, your main role will be to uphold Workwear Express's primary objective: delivering superior customer service via the company's live chat feature. The hours span from 8am to 6pm, Monday through Friday, with occasional Saturdays.

Workwear Express is a leading provider of customised workwear and uniforms, setting the standard for quality and customer satisfaction in the industry. Our commitment to excellence is ingrained in our day-to-day operations, as reflected in our comprehensive range of products and efficient service delivery.

Day to Day Tasks:

- Act as the first point of contact for customers with inquiries about the website, products, or services offered by Workwear Express.
- Assist customers in building their shopping carts, providing quotes, placing orders, and completing transactions.
- Collaborate with the web team by flagging incorrect product information and content when noticed.
- Embody Workwear Express's commitment to quality customer service, providing a positive and exceptional experience to every customer.
- Maintain an extensive understanding of Workwear Express products to aid in pre-sale inquiries and facilitate successful sales.
- Ensure customer inquiries are promptly addressed, meeting our service level agreements.
- Provide support to the customer service department by resolving any issues customers may have with previous orders.
- Work closely with the Operations team to follow up on outstanding orders and provide shipping updates.
- Keep customers informed about delivery updates, potential delays, or stock shortages.
- Take full responsibility for escalated issues related to delivery or collection, coordinating with customers and delivery partners to guarantee swift resolution.
- Offer outstanding post-sales service by processing return requests promptly and efficiently.

What we'll love about you:

- You are a seasoned professional in customer-facing roles with a deep understanding of delivering exceptional customer service.
- As a natural communicator, you demonstrate strong oral and written communication skills.
- Adept at planning, you can maintain your composure under tight deadlines and juggle multiple tasks with ease.
- Quick learner, with an ability to rapidly understand new product features and ranges.
- You thrive in a team environment, preferring collaboration over working alone.
- Experience with Live Chat is a plus, but not a necessity.

The role is a full-time, permanent contract. You will be based in Durham. Amenities include free parking. The basic salary is set at £23,000.

**Job Types**: Full-time, Permanent

**Salary**: From £23,028.00 per year

**Benefits**:

- Free parking
- Store discount

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Durham: reliably commute or plan to relocate before starting work (required)

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- customer service: 3 years (preferred)

Licence/Certification:

- Driving Licence (preferred)

Work Location: In person

Reference ID: Live Chat Advisor