Customer Success Advisor

2 weeks ago

Loughborough, United Kingdom Ohh Deer Ltd Full time

Customer Experience Team (Office based)

**JOB DESCRIPTION**

**Job Title**:
Customer Success Advisor

**Department**:
Customer Experience

**Reporting to**:
Customer Experience Manager

**Responsible for (subordinates)**:
n/a

**Job Purpose**:
Provide fantastic customer service for the company by ensuring all customers, both B2C and B2B, receive the best possible experience in order to develop customer relationships that promote retention and loyalty.

**Duties and Responsibilities**:

- Maintain an excellent understanding of the Company’s products, promotions, websites and marketplace(s) in order to provide excellent customer service.
- Drive subscription survey participation by calling customers to gain insight into their experience and, ultimately increase customer retention in line with Company goals.
- Ensure all wholesale orders are paid for and despatched on time.
- Assist by monitoring and reporting issues and/or errors to relevant stakeholders to help improve the customer experience. Including, but not limited to, pick errors, stock count and website copy issues.
- Be the primary handler of customer complaints with a view to resolving all complaints promptly, knowing when to escalate to maintain customer satisfaction. Consistently providing feedback to help drive service improvement.
- Contribute to process and systems development by taking part in trials for new process, strategy and ways of working and provide feedback to the Company.
- Regularly review set KPI’s, prepare activity reports and metrics, and report directly to the Line Manager.
- Willingness to work across various shift patterns where required to meet the needs of the Company.
- When required, assist with the company’s Health and Safety processes, including training, risk assessments and fire safety.
- Undertake ad hoc projects as required in order to meet the needs of the business.
- To assist colleagues and to support the Company generally, through undertaking additional duties and tasks from time to time as and when required.

**Qualifications, Knowledge and Experience**:
Essential
- Experience of working in a customer experience or customer success role
- Experience of or a keen interest in social media including Facebook, Instagram and Twitter.
- Experience of working with Microsoft Office or Google Suite to a high standard.
- Experience of using a customer service ticketing system such as Gorgias or Zendesk.
- Grade C or above in GCSE English and Maths.

Desirable
- Experience of working in a small business
- Experience of working in a sales or retention environment
- Experience working in an Omnichannel customer facing role
- Experience of Order Management software and website operating systems, in particular Shopify.

**Skills, Abilities and Competencies**:
Essential
- Excellent customer service skills
- Strong problem solving skills
- Ability to work accurately under pressure
- Good dexterity
- Ability to work effectively independently and as a team player
- Ability to work to deadlines
- Ability to prioritise and to manage time effectively
- Excellent communication skills - both written and oral
- Excellent attention to detail and highly organised
- Ability to work flexibly and to adapt to the needs of a small business
- Reliability and willingness to work flexible hours as well as extra hours when necessary

**Salary**: £21,000.00 per year

**Benefits**:

- Company pension
- Employee discount

Schedule:

- 8 hour shift
- Monday to Friday
- Weekend availability

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