Customer Care Advisor

**Job Title**:Customer Care Advisor

**Reports to**:Customer Experience Manager

**Salary**: £20,000 per annum

**Hours of work**:9.00am until 5.00pm, Monday to Friday (Friday can be worked remotely)

**Purpose**:
Customer Care Advisors are required to deal with a variety of customer requests and help individuals resolve their enquiries. Dealing with enquiries in a fair, efficient, effective, sensitive, and professional manner. Ensuring that all communications are appropriate to customer needs. Customer Care Advisors in this role also need to be patient and good at working under pressure. It is a position that suits naturally positive people who enjoy making others’ lives easier, and it will also appeal to those who enjoy problem solving.

**Principle Accountabilities**:

- Excellent customer communication
- Complaint Resolution
- Drive revenue

**Main Responsibilities**:
**Customer Communication**

**Complaint Resolution**

Investigate and resolve customer complaints and resolve complaints quickly and patiently, including assistance of customers who may have received their orders late, have received the wrong order or have received faulty products, ensuring the highest possible standard of service is provided to customers. Be proactive in the resolution of customer complaints to ensure the best outcome for the customer and the Company.

**Drive revenue**

Ensure comprehensive knowledge of products to proactively assist customer enquiries to drive revenue.

**Reporting**

Create accurate and on time updates in the CRM system to allow customer satisfaction and quality control reports to be run and distributed to the necessary departments.

**Key Interface - Internal/External**

Internal
- Sales team - working with the sales team to ensure all retailer partners are up to date on all customer advice and new product information.
- Operations - ensure all information is up to date and that communication on any out of stock or customer complaints/ warehouse delays as well as assisting with any samples that may need to be sent out.
- Marketing - using the monthly marketing plan ensure customer and the FB Community are kept updated and that the information being given to customer is correct and in line with the monthly goals.

External

Coordinating with other departments to resolve inquires in timely manner. Being the first point of customer contact for general inquiries including pricing, products enquiry, delivery enquiries, customer complaints etc
- Agencies - working with agencies to ensure they have the correct information and updates for any promotion or competitions they may be engaged in.
- Retailers - To engage and communicate efficiently and effectively with any enquires from our external retail partners in EMEA.

**Qualifications & Experience**:
Essential:

- Have strong communication skills; both verbal and written
- Work well under a pressurised environment.
- Be collaborative with a solution-focused approach.
- Great administration and ability to multitask.

Desirable:

- Knowledge of Sales Force
- Previous Customer service experience

**Behaviours & Characteristics**:

- We are looking for someone who is a quick learner, can work at a fast pace and work well within a team.
- Excellent communication and interpersonal skills
- Flexible and adaptable to change.
- Be able to work at a fast pace.

**Salary**: £20,000.00 per year

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Woking: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer Service: 1 year (preferred)
- Administration: 2 years (preferred)