Customer Service Representative

3 weeks ago


Yatton, North Somerset, United Kingdom Pets Choice Full time

We are seeking a highly skilled Customer Service Adviser to join our team at Pets Choice, a leading pet products company in the UK. The successful candidate will be responsible for providing exceptional customer service and support to our consumers and customers.



About the Role:

The main purpose of this role is to efficiently and accurately provide consumer and customer support, dealing with enquiries and complaints and resolving any issues to their conclusion. The successful applicant must be able to offer professional, efficient, and timely service to customers and consumers in a multi-platform environment.



This is a hybrid role, requiring the successful candidate to work 3 days on-site in our office in Yatton, Somerset, and 2 days from home. The successful applicant must therefore live a sensible commutable distance from our office.



Key Responsibilities:


  1. Support the overall business Key Performance Indicators (KPI's) of turnover, volume, and profitability through the delivery of agreed consumer service KPI's.
  2. Be the first point of contact for advice and support in respect of Pets Choice associated brand products, ensuring they are resolved to an exceptional standard and satisfactory conclusion.
  3. Respond and resolve a wide variety of queries and complaints via telephone, email, post, chat, web, review forums, and social channels for the entire portfolio.
  4. Responsible for dealing and resolving complaints and enquiries for the assigned brands or manufacturing sites, ensuring all cases and information is recorded into the CRM system.
  5. Demonstrate empathy and understanding when dealing with Suspected Adverse Reactions (SAR), Suspected Lack of Expected Efficacy (SLEE), and Incidents (such as harm to pet or owner).
  6. Support with reporting cases of adverse reaction and inefficacy, of our licensed products, to the Veterinary Medicines Directorate (VMD) in line with company procedures.
  7. Encourage the generation of positive consumer reviews on review and website platforms.
  8. To liaise with and develop strong relationships internally and externally to assist with the satisfactory conclusion of complaints and enquiries.
  9. Act as the administrator for any databases used to log consumer contact to ensure that the programme runs effectively and efficiently.
  10. Responsible for the adherence of agreed business policies and procedures, as well as legal requirements affecting the department, eg GDPR, updating when required.
  11. Maintain archived data - file and organise archived consumer contact to ensure that information can be found promptly if requested.
  12. Support with audits relating to the department where required.
  13. Issue agreed refunds or compensation in line with the agreed process and sign off limits.


Requirements:


  1. FMCG background ideally in consumer relations role.
  2. Knowledge and experience of CRM systems in a contact centre environment.
  3. A genuine interest in working with and helping customers.
  4. Empathy and emotional intelligence.
  5. Must be fluent in English.
  6. A flexible, enthusiastic, and committed attitude.


Benefits:


  1. 25 Days Holiday.
  2. Staff discount on Pets Choice products.


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