Job Title: Customer Care Advisor
Department: Customer Care
Contract: 12 Months Maternity Cover
Reporting to: Customer Care Team Leader
Hours: 37.5
Location: Home-based
Date: April 2025
Are you passionate about making a positive impact on people's lives? Do you thrive in a dynamic and fast-paced environment? If so, we have the perfect opportunity for you! Join our team as a Customer Care Advisor and embark on a fulfilling journey where your skills, dedication, and passion for customer satisfaction will be the driving force behind your success. Full training will be provided.
You should be a well presented individual and will able to work extended hours during peak periods as required.
GFS has been trading since 2001 and is the UK's leading carrier management company, we work with brands such as Molton Brown, Mamas & Papas and Dune Shoes amongst others. During our 20+ years of operation GFS has developed an obsession for driving carrier performance for the benefit of our customers. We have exciting growth plans, providing real opportunity for career progression.
Main Areas of Responsibility:
* Call Handling within timeframes set out within the KPI's;
* Action of emails in a prompt manner in timeframes set out within the KPI's;
* Booking of collections; tracking of collections; within the timeframes set out in the KPI's;
* Raising tickets in the agreed timeframes set out in the KPI's;
* Resolving tickets in the agreed timeframes set out in the KPI's;
* Tracking of consignments;
* Pass all customer escalations to the Customer Services Manager in a prompt manner;
* Ensures that the company satisfies both its internal and external customer needs;
* Pass all customer complaints to the Customer Services Manager in a prompt manner;
* Communicating courteously with internal and external customers by telephone and email;
* Keeping up to date with any organisational changes in products or services;
* All other reasonable requirements as specified by senior management.