Customer Service Advisor

2 weeks ago

Dorking, United Kingdom Snakehive Full time

**Job Title**: Customer Service Advisor & Administrative Support
**Reports to**: Senior Customer Service Advisor
**Hours**: Full-Time (37.5 hours a week)

Hello We’re Snakehive, and we’re big believers that _It’s what’s inside that counts._ This means we celebrate good people who do great things, we design & craft leather accessories that are made to last, and we’re dedicated to creating smart accessories that protect the things you really care about. We’re a fast-growing company full of fun, talented & ambitious people, and we’re on the hunt for more to join us.

Our HQ is based in Dorking, Surrey.

**Responsibilities (Customer Service - 75% of role)**
- Responsible for helping with the smooth sailing of day-to-day customer service at Snakehive, making sure that customer issues are resolved and escalated in a timely and respectful manner
- Responsible for the execution of Snakehive’s customer service policies
- Work with the logistics and warehouse teams to process returns and correct any issues with customer orders and shipping
- Support with the implementation of new processes and technology in the continuously improving Customer Service Team

**Responsibilities (Administrative Support - 25% of role)**
- Support with product merchandising and content across our websites
- Help organise and manage our digital assets across the business
- Support with a range of other administrative tasks across the company.

**Person Specification**

**Desired Experience**
- Retail or e-commerce experience
- Working knowledge of Zendesk, Gorgias or a similar virtual customer service centre is desired

**Essential Skills & Knowledge**
- Hands on experience interacting with customers and solving their problems on a daily basis in a fast-moving environment is essential for success in this role
- People skills: The ability to understand the subtext to what someone is saying without them saying it is absolutely critical.
- Fluent in written and spoken English
- Proficiency in Microsoft Office

**Personal Qualities**
- A hands-on, can-do attitude
- A natural desire to help people and do the right thing
- A natural-born people person, who relishes in the opportunity to take a customer from angry to amazed in the shortest path possible
- The ability to adapt quickly to changing circumstances, while staying cool as a cucumber
- A team player who believes if you are not over-communicating then you are under-communicating
- Keen attention to detial. You spotted that typo, and you knew it was probably intentional.
- A quick thinker who can spot problems, find solutions, and communicate them to a team within the blink of an eye
- Curious in nature and always looking to question, learn, and look for better ways to do things
- You relish working in a small company with a fast paced and high-pressured environment
- Proactive, confident, coupled with strong verbal and written skills
- You are personable, fun, and appreciate that being part of a team is about more than getting the job done

**Job Type**: Permanent

**Salary**: From £22,500.00 per year

**Benefits**:

- Company events
- Company pension
- Employee discount
- On-site parking

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Dorking, RH4 1HJ: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 1 year (required)

Work Location: Hybrid remote in Dorking, RH4 1HJ

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