Customer Service Advisor
Our well-established client is a market leader in the outdoor toy industry, supplying high-quality products through major high-street retailers and specialist independent stores across the UK and internationally.
As a Customer Service Advisor, you will be the first point of contact for customers, providing professional support and advice across multiple communication channels. You will play a key role in ensuring excellent customer experiences, handling inquiries efficiently, and upholding the company's strong reputation for service.
Key Responsibilities:
1. Respond to customer inquiries via email, phone, and case management, ensuring timely and satisfactory resolutions.
2. Carry out administrative tasks effectively, meeting agreed service levels and performance targets.
3. Accurately record and update customer information within relevant IT systems.
4. Raise and manage support tickets in the CRM system to provide full visibility of customer interactions.
5. Process courier claims for lost or damaged parcels.
6. Arrange and manage collections while maintaining an organized collection queue.
7. Proactively contact customers regarding stock replenishment issues.
8. Improve customer feedback by engaging with review platforms.
9. Build strong relationships with key stakeholders across the business.
10. Consistently meet service level agreements (SLAs) and key performance indicators (KPIs).
11. Contribute to the ongoing development of the customer service function to enhance both customer satisfaction and business success.
Essential Skills & Experience:
1. GCSEs (A*-C) or equivalent qualifications in Maths and English, or relevant experience.
2. Experience in front-line customer service (desirable but not essential).
3. A positive, customer-focused attitude with a willingness to learn and develop.
4. Excellent communication and customer service skills.
5. Ability to work both independently and as part of a team.
6. Strong IT skills.
What's on Offer:
1. Competitive salary
2. Company pension
3. 20 days holiday plus bank holidays, with additional days for length of service
4. On-site working with free parking
5. Monday to Friday schedule with occasional weekend work
6. Product discounts
For more information, please give Lily a call on #removed#.
About Us
We are dedicated to fostering a diverse and inclusive community. In line with our Diversity and Inclusion policy, we welcome applications from all qualified individuals, regardless of age, gender, ethnicity, sexual orientation, or disability. As a Disability Confident Employer, and part of the Nicholas Associates Group, we are committed to supporting candidates with disabilities, and we're happy to discuss flexible working options.
We are committed to protecting the privacy of all our candidates and clients. If you choose to apply, your information will be processed in accordance with the Nicholas Associates Group Privacy Notice.
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