Customer Service Liaison

13 hours ago


Deeside, Flintshire, United Kingdom Iceland Food Group Careers Full time
Job Description

We are seeking a highly skilled Customer Service Liaison to join our team at Iceland Food Group Careers. In this role, you will be responsible for dealing with incoming work from various channels across the business, ensuring customers have a smooth shopping experience in our stores and online.

The ideal candidate will possess excellent communication skills, with the ability to offer advice and assistance to our offshore Contact Centre. You will also be responsible for escalating issues that impact customer functionality immediately, supporting our customers with online platforms and app queries, and assisting our stores and front-line staff with operational issues.

Key Responsibilities:

  • Provide support to the offshore Contact Centre via phone, email, or other communication channels.
  • Evaluate and escalate critical issues that affect customer experience and functionality.
  • Assist customers with online platform and app-related queries, resolving their concerns promptly and efficiently.
  • Collaborate with store teams and front-line staff to address operational challenges and ensure seamless service delivery.
  • Analyze and provide logical conclusions for payment disputes, ensuring accurate and timely resolutions.
  • Maintain daily usage of Salesforce, Braintree, and PayPal systems to facilitate efficient issue resolution and data analysis.

Requirements:

  • Bachelor's degree in a related field (e.g., Business Administration, Marketing) or equivalent experience.
  • Minimum 2 years of experience in a customer-facing role or similar position.
  • Excellent communication and interpersonal skills, with the ability to build rapport with diverse stakeholders.
  • Strong analytical and problem-solving skills, with the capacity to evaluate complex situations and propose effective solutions.
  • Familiarity with Salesforce, Braintree, and PayPal systems is an advantage.

What We Offer:

  • A competitive salary range: £32,000 - £40,000 per annum.
  • A comprehensive benefits package, including health insurance, pension scheme, and annual leave.
  • Opportunities for professional growth and development within a dynamic organization.


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