Customer Service Advisor

**About us**

Based in Chandlers Ford, we are a small but rapidly growing business selling home electronics. We are a carbon-neutral, renewable energy-powered company and we help to rebuild natural habitats by planting a tree each time an order is placed. We utilise the latest technologies, combined with high-impact designs, brought to life by a team of passionate designers and engineers.

We now have a fantastic opportunity for a Customer Service Advisor to join our team and be instrumental to the future of the company.

It’s a great place to work We want you to enjoy working within our friendly team and to love what you do. We are keen to support you to grow and develop your career with us.

**About the Role**

As our Customer Service Advisor, you will join us on our journey through fast growth and success. We are seeking a Customer Service Advisor who will help us maintain our commitment to providing exceptional customer experiences.

You will be joining a dynamic and collaborative team that is passionate about delivering outstanding customer service. You will have access to the latest customer service tools and technologies, and you will receive ongoing training and support to help you excel in your role. At Avalla, we believe in empowering our employees to take ownership of their work and to contribute to the growth and success of the company.
- **Responsibilities**_
- Process customer returns, refunds, and fulfil replacements, working closely with the logistics and warehouse teams.
- Implement innovative solutions to support workload and improve efficiency, such as streamlining processes and leveraging new technologies; identifying opportunities for process improvement, such as automating routine tasks or developing new procedures, to enhance the customer experience.
- Manage courier claims for lost or damaged items by opening and chasing them until they are successfully closed.
- Keep accurate and up-to-date records of customer interactions, including inquiries, comments, complaints, and actions taken.
- Assist customers with product and service selection, providing recommendations and guidance based on their specific needs and preferences.
- Collaborate with other teams, such as marketing, buying, and creative, to ensure that customer needs are met effectively and efficiently.
- Monitor and respond to customer reviews and feedback on social media or review sites, addressing any negative comments or concerns in a timely and professional manner.

**About you**
- Capable of effectively managing a diverse range of tasks with a methodical and structured approach, ensuring that our customers are never left disappointed.
- Strong verbal and written communication skills.
- Adaptable, positive, detail-orientated, and enthusiastic individual.
- Ability to work independently and multi-task effectively.
- Ability to understand and relate to customers' concerns and feelings and respond in a caring and compassionate manner.
- Strong computer literacy and a quick ability to learn new software.
- Ability to work flexible hours, including weekends and holidays, as required by the role.
- **Skills and Experience**_
- Previous experience in a customer service or related role (**Required**), ideally in a high-volume customer service environment (_Preferred_)
- Previous experience working in a fast-paced, dynamic environment with shifting priorities and deadlines (**Required**)
- Experience in problem-solving and conflict resolution, with the ability to handle challenging customers and situations. (**Required**)
- Familiarity with Customer Relationship Management (CRM) software and other customer service tools and technologies (_Preferred_)

**The Rewards**
- Salary - We offer a **£22,000 **starting salary with an increase to at least **£25,000** _after 12 months_, more may be offered in the event of very high performance.
- 24 days annual leave (plus public holidays)
- Day off for your birthday
- Company pension
- Free on-site parking and close to good public transport links
- Employee discount
- Development opportunities

**Salary**: £22,000.00-£25,000.00 per year

**Benefits**:

- Bereavement leave
- Casual dress
- Company events
- Company pension
- Employee discount
- Free parking
- On-site parking
- Sick pay
- Store discount

Schedule:

- 8 hour shift
- Holidays
- Monday to Friday

Ability to commute/relocate:

- Eastleigh: reliably commute or plan to relocate before starting work (preferred)

**Experience**:

- Customer Service: 1 year (preferred)

Work authorisation:

- United Kingdom (preferred)

Work Location: In person