Customer Service Advisor
1 month ago
CUSTOMER SERVICE ADVISOR | CENTRAL LONDON | FASHION BRAND | £25,000
This is an exciting opportunity for a Customer Service Advisor to join a successful team & global fashion brand. Based in a team of 3, you will be responsible for managing all email & social communications with customers, ensuring that they receive the best possible service when shopping with the business.
CUSTOMER SERVICE ADVISOR KEY RESPONSIBILITIES:
- Own all e-mail and telephone communication.
- Manage communication / feedback and messaging on social media channels.
- Timely resolution of all queries and complaints whilst managing customer expectations to reduce instances of excessive re-contact.
- Support our customers and develop a depth of understanding & affinity for our products and ranges.
- Escalate complaints and claims to the relevant member of management when necessary
- Maintain and regularly update online FAQ pages to enable customers to resolve queries without the need to make contact.
- Achieve and sustain a high standard of response times and response rates, improving customer satisfaction and reducing occurrences of re-contact.
- Working collaboratively with e-commerce team and other areas of the business to build key relationships.
- Facilitate telephone & remote payments services.
- Investigate and resolve delivery issues.
- Work closely with the warehouse team, to support refund & credit processing.
- Manage & investigate payment disputes.
- Identify and monitor potential fraudulent customer activity, escalating to the e-Commerce Manager when appropriate, to protect the profitability of the business
- Investigate and take all possible action to resolve complaints regarding the delivery of online orders from Royal Mail, DPD, Doddle and any other 3rd party service provider.
- Ideally working in a customer service role, with at least 12 months' experience of customer service within a digital retailing environment
- Familiar with managing customer payment through payment gateways such as Sage Pay and PayPal
- Familiar with working with 3rd party logistics suppliers such as Royal Mail and DPD
- Has an intermediate user of MS Office, specifically Outlook and Excel
- Attention to detail with top-notch written and verbal communication skill
Ready to take on a new challenge of being a Customer Service Advisor? If you're confident you've got what it takes, don't hesitate apply now
BBBH31859
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