Customer Service Advisor

3 months ago


Newport, United Kingdom Yolk Recruitment Full time

**Customer Service Advisor**

An opportunity for a dynamic individual to join a global manufacturer, if you are passionate about optimising the online customer experience, to join a growing e-commerce business. This role involves supporting and coordinating various aspects of e-commerce delivery to ensure exceptional customer satisfaction.

The company are transitioning its sales focus to e-commerce, aiming to diversify its brand presence. With recent investments in e-commerce infrastructure and marketing, the company is committed to maximising its online selling potential.

**What you'll be doing**
- Manage incoming calls to the web shop telephone line.
- Resolve customer requests and complaints promptly and efficiently.
- Update customers on order delays.
- Collaborate with Logistics to monitor and report delivery partner performance.
- Coordinate with other departments to streamline processes and enhance customer experience.
- Assist in coordinating e-commerce aspects like marketing data files and product information.
- Serve as the primary point of contact for e-commerce queries, including third-party seller orders.
- Generate accurate quotations, proforma invoices, and manual orders.
- Occasionally meet customers at site for product viewings.
- Provide support to the wider Customer Service Department when necessary.

**Essential Criteria**:

- Customer-focused mindset
- Ability to work independently and collaboratively
- Adaptability to change
- Passion for delivering excellent online experiences
- Educated to GCSE standard or equivalent, with English and Maths grade C or above.

**Knowledge, skills & experience**:

- Minimum 2 years experience in customer service.
- Strong communication skills.
- Proficiency in Microsoft Office packages and databases.

**Performance will be measured by**:

- Contribution to e-commerce growth and success.
- Prioritisation and meeting deadlines.
- Effective response to customer inquiries and feedback.
- Building good relationships with stakeholders.
- Punctuality and attendance.

**What you'll get in return**
- 25 days holiday
- Non-contributory pension and life assurance after 2 years
- Health care after 5 years
- Free car parking
- Subsidised canteen

Please get in touch if you have any questions about this role and we can have a confidential chat about your next move



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