Role Summary We are seeking a Customer Service Advisor (Email & Live Chat) to provide exceptional live chat support to our customers. In this role, you will be responsible for handling a high volume of customer inquiries, troubleshooting issues, and resolving complaints through live chat. The ideal candidate is tech-savvy, solution-oriented, and able to maintain a friendly and professional demeanour in a fast-paced environment. Responsibilities Respond to customer inquiries via live chat in a timely and efficient manner. Provide accurate information about products, services, policies, and technical troubleshooting. Resolve customer issues by identifying the problem, guiding them through steps to resolve, or escalating to the appropriate team when necessary. Track customer interactions by logging all relevant information into the company's CRM system. Maintain a high level of customer satisfaction by delivering personalized and empathetic customer service. Multi-task by managing several live chat conversations at once while ensuring each customer feels attended to. Collaborate with other departments (Sales, Technical Support, etc.) to ensure customer issues are resolved comprehensively. Provide feedback to management on frequently asked questions or issues that may need additional support or clarity. Stay updated on product and service knowledge, as well as company policies, to provide the most effective support. Meet or exceed KPIs related to response time, resolution time, and customer satisfaction scores. Experience, Qualifications & Skills Previous experience in customer service, preferably in a live chat support role. Excellent written communication skills with attention to detail. Strong problem-solving skills and the ability to think critically in real-time situations. Ability to multi-task and manage multiple conversations simultaneously. Technical aptitude to learn and navigate CRM systems, live chat platforms, and other tools. A customer-first mindset and the ability to remain calm under pressure What We Offer 23 days holiday per year (increasing with length of service) Your birthday off (paid) 4 x salary life assurance £500 to spend on your physical or mental wellbeing (think gym memberships, spa days etc) Company pension Healthcare including 24/7 GP advise & mental health helpline Discounts at hundreds of brands you know and love Employee assistance programme Competitive salary Discretionary lunch provided to assist with cost of living Working pattern Monday-Friday / 09:00am – 05:00pm Office based at SP1 3TB - Salisbury: reliably commute or plan to relocate before starting work (required) Full time Work authorisation - United Kingdom (required) Interested? Want to know more? Apply today