Customer Services Advisor

1 week ago

Croydon, United Kingdom M E DUFFELL LTD Full time

**Company Overview**:
Duffells is the market leader in the supply of locks and security products to our trade customers. We’ve been established for over 60 years, but we don’t ever want to stand still. Our growth and success have been built on the service that we give to our customers. Its at the heart of everything that we do.

We’ve got a big warehouse in the Midlands and a smaller one in Croydon. You’ll be based in Croydon, but everyone has the chance to work from home, if that suits their role and them best.

**The role**

We are expanding so we have an exciting opportunity to join our Customer Services team. The team look after our customers once their order has been dispatched and you’ll play a pivotal role in ensuring that our customers experience the best service possible.

**Key Responsibilities**:
You’ll join our team of four, to help our customers and your colleagues in the wider business. Here’s some of the duties that the role will include:

- Delivering outstanding customer care by successfully responding to queries, showing your passion and dedication along the way.
- Building a rapport with our suppliers and couriers when raising investigations.
- Liaising with the warehouse regarding stock queries.
- Arranging for replacement goods to be sent to customers.
- Assisting the returns department with booking collections and returns queries.
- Logging courier claims and providing requested information.
- Being proactive and advising customers of any courier delays.
- Taking ownership of queries assigned to you and managing them through to completion.
**Skill & Attributes**:

- Passionate about delivering a first-class customer service experience with at least two years’ experience.
- Previously worked as part of a successful customer service team.
- Highly organised with ability to work to deadlines.
- Flexible and enjoys working within a small, dedicated team.
- Excellent oral and written communication skills and worked within a telephone-based role.
- Great IT skills and experience with working from home
- Experience in dealing with couriers is a bonus.

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

**Salary**: £20,000.00-£22,500.00 per year

**Benefits**:

- Company pension
- Wellness programmes
- Work from home
Schedule:

- Monday to Friday
COVID-19 considerations:

- Work from home
- Temperature screenings
- Social distancing guidelines in place
- Virtual meetings
- Sanitisation, disinfection, or cleaning procedures in place
- Regular testing
**Experience**:

- Customer Support & Client Services Occupations: 2 years (required)
Work remotely:

- Temporarily due to COVID-19

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