Providing exceptional service and support to our customers.
With a passion for customer service, you will assist customers with complex enquiries, resolve issues and ensure overall satisfaction. You will use a variety of communication platforms and will be responsible for accurately updating systems and documenting customer interactions.
Your main responsibilities will be to:
* Respond promptly and efficiently to complex queries in line with performance targets.
* Make inbound and outbound calls to our charity partners – arranging book collections and resolving queries.
* Collaborate with our outsource partner to resolve customer issues, upskill new colleagues and provide advice and guidance on processes and systems.
* Handle escalated cases and issues that require attention or expertise beyond the front-line support team.
* Actively communicate and work with colleagues and other teams to address customer needs, and share insights and best practices.
* Contribute to creating a strong team culture which is inclusive and positive.
* Maintain a deep understanding of the Company’s products and services
* Keep accurate records, using relevant systems for customer information.
* Resolve queries across an array of websites, bespoke platforms, and marketplaces.
A genuine passion for customer service is essen tial, and to succeed you will also need:
* Significant experience in a fast-paced, e-commerce, customer-services t eam
* The ability to establish strong communication & relationships with remote teams
* Excellent written and spoken English
* Good personal organisation, planning, and time management skills
* The ability to work well under pressure
* Knowledge of customer service software, CRM systems, social media and related tools
* Strong analytical and problem-solving abilities.
Please note: This role is based on-site. Working hours are 37.5/week, Monday - Friday.
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