Customer Service Advisor

**Customer Service Advisor**

**Offering a starting salary of £25,000.**

Snowdonia Cheese Company has extensive coverage, with our products sold in independent stores, stocked in some of the UK's leading retailers, and enjoyed at prestigious UK venues. We also have a thriving overseas market exporting more than half of our sales volume worldwide to 25 different countries.

We experience strong year on year growth, with three sites and around 100 employees and our long-range plans have delivered a consistent performance. You will be joining a business that is family managed, where our people are integral to achieving our aims and bringing our values to life.

As our **Customer Service Advisor **you will manage the Customer Service and Corporate gifting functions for all Online sales, offering the highest standards of service to consumers in line with our brand values.

In addition to a generous salary, we offer;
- 33 days holiday (inclusive of bank holidays)
- a collaborative, simple, honest and productive culture
- personal development opportunities
- discount on our products
- life assurance
- employee assistance programme

Key activities:

- Manage all customer service enquiries via our integrated Customer Service platform - Replyco
- Evaluate and update all Customer Service standard & holiday messaging ongoing.
- Manage and respond to all Yotpo Customer Reviews generated from our website.
- Manage all Customer Service telephone calls and process any direct payments as required via our payments platform.
- Manage day-to-day Customer enquiries ensuring all are delt within our agreed SLTA’s and any which need additional support or escalation are forwarded to the relevant person/s.
- Evaluate (ongoing) all website FAQ’s ensuring they meet with our customer requirements.
- Monitor Amazon platform on weekends and public holidays ensuring Replyco has automatically responded to any enquires. If not, manual intervention will be necessary.
- Liaise daily with the Team Leader Retail to review any customer issues & proactively anticipate if any variable factors may affect our customer promise like courier delays/bad weather etc.
- Process all refunds as required in conjunction with the accounts team
- Process all courier claims via GFS or courier portal within the specified time frames
- Manage & train all temporary Customer Service staff as required during our Q4 peak
- Log & monitor all Corporate Gifting sales and payments liaising with despatch to ensure deliveries are on time
- Help coordinate all Consumer Shows with the Retail Team Leader who will lead this activity

Attributes and Skills we are looking for:

- Maturity and resilience to manage Q4 peak volumes & challenges.
- experience in Customer Service, ideally with a Brand.
- Calm & unemotional professional manner in order to deal with very infrequent unhappy customers
- Create and maintain positive, collaborative, and trusting working relationships with a wide range of people within and outside the company.
- Manage competing priorities effectively
- Can do attitude and able to make things happen
- Work independently while understanding the necessity for communicating and working effectively as a team contributor where needed
- Agile and can adapt to support company growth
- Takes pride in their work and owns their activities

You will be required to prove you are eligible to work in the UK as part of our recruitment process.

**Salary**: From £25,000.00 per year

**Benefits**:

- Additional leave
- Employee discount
- Life insurance
- On-site parking
- Work from home

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Deeside, CH5 2NU: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in Deeside, CH5 2NU