Knave's Beech, Loudwater, High Wycombe HP10 9QR, UK Req #78841
07 January 2025
Customer Service Advisor – Full time – 35 hours - Permanent
At Costa Coffee, we are what we craft. We’re reimagining coffee experiences in over 50 countries and counting, as a key part of the Coca-Cola System. Whether you get your coffee in a store, from a machine, at home, or on the go – we’ve got you covered.
We have a fantastic opportunity join our Customer Service Team for someone with a genuine passion for people and provide a world-class consumer experience to our valued Costa consumers. We are looking for an experienced Customer Service Advisor, who has a fantastic can-do attitude.
What you’ll do
* Working as part of an amazing team of Advisors to achieve and exceed SLA’s and KPI’s in order to maximise the consumer experience.
* You will work efficiently to achieve productivity and metrics targets having brand knowledge and work towards positive resolution.
* Proactively respond to customer feedback via Email, Live chat, Social Media and Phone.
* Be resourceful and able to identify the correct recovery process for all different types of channel contacts. Use the systems and tools available to prevent escalated complaints.
* Recover and respond to Social Media complaints and queries.
* Work closely with our UK retail Op’s teams and partners in resolving customer complaints.
* Able to resolve customer queries in relation to our loyalty scheme, promotions and gifting.
Who you are
* Proven experience in a similar contact centre or customer service position.
* Passion and desire to deliver exceptional customer service.
* Ability to remain calm and have a pro-active approach to problem solving.
* Strong communication skills both written and verbal.
* Proficient in Microsoft packages Email, Word and Excel.
* Ability to work effectively under pressure. You’ll be a self-motivated self-starter, with a flair for effectively managing multiple stakeholders.
* An excellent team player, who’s highly driven.
Location – Hybrid with the expectation to attend one of key offices Dunstable or Loudwater at least twice a week.
For any reasonable adjustments and general queries, please get in touch with costa.recruitment@costacoffee.com.
* Job Function (REQUIRED FIELD) UK&I Support Centre - Customer Service / Guest Relations
* Knave's Beech, Loudwater, High Wycombe HP10 9QR, UK
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