Customer Service Representative

4 weeks ago

Great Hallingbury, Essex, United Kingdom SHED AREA Full time

Customer Support Role

Join our team at The Chesterford Group in Bishops Stortford

Part Time - 4 days a week

£17,846.40 per annum

The Customer Support Hero is responsible for delivering exceptional customer experiences for the benefit of our customers, the company, and colleagues.

This role requires a drive to support market-leading customer service and involves various aspects of interaction with customers, from dealing with party orders, customer feedback, assisting customers and colleagues with challenges around delivery and click & collect, to supporting management and team members through exceptional communication and providing customer feedback reporting.

The role will mainly be based at head office, although it will involve out-of-hours customer support.

This role also encompasses supporting colleagues at the S.H.E.D. by carrying out day-to-day administrative tasks, along with reception support and welcoming visiting guests, all of which is key to driving operational success and efficiency at the S.H.E.D.

Main Responsibilities:

  • To manage the Party Order process, liaising with customers, Operations Team, and stores
  • Utilize the day-to-day Click and Collect/TCG HD (Preoday) platform
  • Utilize the Zendesk platform for liaising with customers through multiple channels linked to the system (social media, email, and telephone correspondence)
  • Manage customer feedback from all 3rd Party systems, such as Deliveroo and JUSTEAT
  • Respond to customer reviews aggregated onto the YEXT platform, which captures customer feedback from the likes of Tripadvisor, Google Reviews, Apple, and Bing
  • Responsible for carrying out daily/weekly administrative activities
  • Draw weekly/monthly reports for the MD, Head of Operations, and Operations team to provide insights into how best to improve customer experiences across the business
  • We will support flexibility with out-of-hours work to ensure you can enjoy your weekends too

Benefits:

  • 5% pension contribution
  • Life Assurance (3x Death in Service)
  • Birthdays off; if on a working day
  • Health Shield – healthcare support

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