Customer Service Advisor

2 weeks ago

Blackburn, United Kingdom Pets Choice Full time

**This role is open to entry level OR experienced customer service advisors.**

**Training will be provided.**

The main purpose of this role is to efficiently and accurately provide consumer and customer support, dealing with enquiries and complaints, and resolving issues to their conclusion.

To offer professional, efficient and timely service to customers and consumers in a multi-platform environment. Ensure exceptional customer focus standards are achieved and be an ambassador for Pets Choice and our brands.

Demonstrate fairness and adhere to company, departmental and regulatory procedures.

**Responsibilities**
- Ensure customer, consumer and supplier enquiries, issues & complaints are resolved within SLA, to an exceptional standard and satisfactory conclusion
- Adhere to Pets Choice policies & procedures, and internal processes in respect of complaint investigation
- Communicate any complaints to the wider business which could cause Pets Choice reputational damage and respond in accordance with company procedures & guidelines.
- Management of ‘cases’ and the supply of information to 3rd parties in a regulated environment.
- Reply to feedback on products and service using Feefo, the review gathering platform.
- Microsoft Dynamics CRM. To maintain and record all customer, consumer and supplier contacts using Salesforce. To contribute to the maintenance and development of Microsoft Dynamics 365 in respect of other functionality and maintain archived data efficiently and responsibly.
- Prepare and distribute reports in association with complaints and enquiries as required.
- Liaise with and develop strong relationships internally and externally to assist with the satisfactory conclusion of complaints and enquiries. To include meeting attendance where appropriate.
- Support the Customer Relations Manager in the smooth running and effectiveness of the Customer Service function and the achievement of departmental objectives.

**Desirable Experience and Requirements**
- If you do not meet all criteria below but you do have a positive attitude, good IT and communication skills and a passion for excellent service, then please apply_
- A minimum of 2 years customer service experience in a busy and challenging environment.
- Excellent written and verbal communication skills
- Excellent problem-solving skills
- Time management and organisation skills.
- Experience of CRM software i.e. Microsoft Dynamics 365.
- Experience of working in conjunction with 3rd parties, such as regulatory bodies.
- Able to work under pressure whilst maintaining attention to detail.
- Flexible, with a strong work ethic. Able to convey empathy when appropriate.
- To be successful in this role is it important that you have owned pet (s) or at the very least are passionate about companion animals.
- Polite, courteous well presented
- Ability to work as part of a team
- Full UK and clean driving licence are preferred
- Experience in the pet food/pet care or pharmaceuticals sector
- Working within a manufacturing environment
- Experience of working in a regulated environment

Interviews will take place as soon as possible before or after the Christmas period.

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

Schedule:

- Monday to Friday

Work Location: One location

Reference ID: CSA BBHO

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