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Customer Service Team Lead
2 months ago
Senior Customer Service Advisor Role
About the Role:
- We are seeking an experienced customer-focused professional to join our client's team as a Senior Customer Service Advisor.
- The successful candidate will play a crucial role in supporting the team to ensure the smooth operation of customer support processes and deliver a first-class experience to valued customers.
Key Responsibilities:
- Make informed decisions on faulty, defective, or damaged orders to ensure customer satisfaction.
- Implement cost-effective solutions for deliveries and exchanges to optimize business operations.
- Resolve complex delivery issues while managing costs to maintain customer loyalty.
- Escalate technical issues to senior management or technical departments for prompt resolution.
- Assist with onboarding and training new advisors and act as a buddy to ensure seamless knowledge transfer.
- Support the team manager in their absence to ensure departmental operations run smoothly and efficiently.
- Maintain accurate trackers for senior management, sales directors, warehouse managers, and managing directors to ensure visibility and accountability.
- Help the team manager achieve departmental objectives and contribute to business growth.
- Handle access checks, quotes, and delivery queries to provide exceptional customer service.
- Organize returns, replacements, and refunds to ensure customer satisfaction and loyalty.
Requirements:
- Previous experience in a similar customer service role.
- Confident in providing support and training to team members.
- Strong attention to detail and accuracy in data entry to maintain high-quality standards.
- Excellent communication and interpersonal skills to build strong relationships with customers and colleagues.
- Ability to work collaboratively within a team to achieve common goals.
- Customer-centric mindset with a commitment to delivering high-quality service and exceeding customer expectations.
