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Customer Service Advisor

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Kingston upon Thames, United Kingdom Fenwick Full time

We are currently seeking experienced Customer Service Advisors to join our newly established E-commerce team. As a Customer Service Advisor working within our contact centre, you will support all customer enquiries related to online ordering, including management of online fraud, issues with delivery, supporting customers in transacting online and management of customer relations.

Since it first opened its doors in 1882, Fenwick has been at the forefront of luxury fashion, offering its clientele an unsurpassed selection of brands across Fashion, Homewares and Beauty.

**Accountabilities and Responsibilities**
- Ensure all inbound customer contact is managed within Service Level Agreement across all contact channels
- Act as the voice of Fenwick and as an ambassador for brand at all times
- Be proactive in releasing and processing customer orders as quickly as possible, limiting customer order delays
- Handle difficult cases with care and professionalism
- Ensure all internal queries and requests are dealt with promptly and professionally at all times - Maintain the highest level of service at all times
- Complaint resolution, issuing refunds and compensation within policy guidelines
- Full case ownership to resolve customer issues at the first point of contact
- Proactively seek sales, utilising all opportunities to encourage upselling and cross channel sales and drive units per transaction
- Manage held orders queue, resolving customer address, payment and fraudulent order issues
- Manage customer queries regarding late returns, faulty goods and repairs
- Work alongside peers to ensure necessary cover is allocated to tasks to ensure business SLAs are always achieved

**Key Skills and Experience**
- Experience working within a Customer facing team
- Computer literate
- Willing to work a rotating shift pattern including evenings and weekends
- Experience of working in fashion or within a department store would be beneficial
- Excellent written and verbal communication skills
- Proactive self-starter with ability to use own initiative
- Excellent organisational skills and ability to multitask
- Self-motivated, proactive and energetic
- You will thrive in a fast paced, challenging environment

**We offer a competitive salary and benefits package including**:

- 25% Colleague Discount (some restrictions apply)
- Pension scheme
- 4 weeks holiday plus 1 additional day to take in the month of your birthday
- Holiday Purchase Scheme
- Business Dress Loan Scheme (if applicable)
- Fenwick Select -a voluntary benefit scheme which offers an extensive range of national and local discounts on a variety of products and services
- Cycle to Work scheme.

**Job Types**: Full-time, Permanent

**Salary**: £11.32 per hour

**Benefits**:

- Company pension
- Cycle to work scheme
- Employee discount
- Store discount

Schedule:

- Day shift
- Weekend availability

Ability to commute/relocate:

- Kingston upon Thames: reliably commute or plan to relocate before starting work (required)

Work Location: In person