Customer Service Advisor

2 weeks ago

Cramlington, United Kingdom Disturbia Full time

Welcome to Disturbia. We're an independent, subculture-led fashion brand creating unconventionally authentic attire for a global community of kindred spirits who think and act outside the box of normalcy.
- Our designs are informed and inspired by the outcast, the esoteric, and the occult
- we're always spinning fashion trends on their head in new and unexpected ways. We stand for the other in society, and always want to do right by our community - all while having a hell of a lot of fun in the process.-
Key Responsibilities
- Working to KPI’s to ensure all customer service enquiries are responded to and resolved in a timely manner whilst maintaining customer experience expectations
- Deliver a first class service to all customers across all platforms, ensuring positive resolutions and overall customer satisfaction
- Assisting the Customer Service Manager in providing support, coaching and development for all Customer Service Advisors
- Replying to customer questions and reviews via relevant channels (Trustpilot, Yotpo)
- Daily order checks to ensure fulfilment can be achieved
- Processing refunds, gift cards and discount codes in line with customer expectations and with a high degree or accuracy
- Populate daily operational reporting logs to allow for strategic growth
- Feedback any distribution issues to line manager or order to allow for feedback throughout the wider company
- Liaising with our distribution center and external partners to investigate and resolve shipping related enquiries
- Propose new ideas and workflows for consideration with the aim of promoting efficiency and elevated levels of service

Skills, Knowledge and Expertise
- 3+ Years experience in a similar customer service role
- Skilled in IT with experience in Excel, Google Sheets and CRM software
- Strong organisational skills with the ability to multitask whilst working under pressure and work to deadlines
- Excellent communication skills, both with customers and the team maintaining a professional and friendly demeanor
- Have a proven ability to resolve customer complaints or issues efficiently and effectively.
- Demonstrating you naturally enjoy helping others and are service-oriented, keeping the customer’s wants and needs at the forefront of the decision making process
- Being open to new ideas, continuous challenging the norm to aid development and growth within the team and wider business, whilst delivering the best possible service to all customers.

**Benefits**:

- 21 days of annual leave, including bank holidays. Increasing with each year of service up to 27 days
- Annual leave purchase scheme
- Birthday treats
- Store discount
- Cycle to work scheme
- Quarterly social fund

About Disturbia

Welcome to Disturbia. We're an independent, subculture-led fashion brand creating unconventionally authentic attire for a global community of kindred spirits who think and act outside the box of normalcy.

Our designs are informed and inspired by the outcast, the esoteric, and the occult
- we're always spinning fashion trends on their head in new and unexpected ways. We stand for the other in society, and always want to do right by our community - all while having a hell of a lot of fun in the process.

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