Customer Service Advisor

Customer Service Advisor needed for our Newcastle-under-Lyme based client. 

The Customer Service Advisor is a critical part of the B2C eCommerce Team, reporting into the eCommerce Manager, and providing an outstanding experience to our global customers, across our full range of digital marketplaces.

A day in this role would see you:

• Answering customer queries across all marketplaces (website, Amazon, eBay, etc.)
• Responding to customer enquiries from a range of media (telephone, webchat, email, etc.)
• Managing accounts for customers such as changing personal details, placing manual orders
• Liaising with our external 3PL to ensure all orders are processed within expected SLAs
• Managing customer returns and liaising with Quality & Product teams to ensure optimum outcomes
• Chasing lost or delayed order deliveries with our 3PL, as well as courier companies
• Always providing excellent customer service, while building and maintaining a professional relationship with customers
• Investigating recurring issues and providing suggestions to our website and product listings to reduce common issues
• Working with other internal teams to provide a streamlined experience for customers
• Communicating with the Marketing team to understand upcoming B2C campaigns and plan workload accordingly, as well as working within brand guidelines

The ideal candidate would have:

• Excellent Customer service experience
• Excellent communication and listening skills
• A confident telephone manner
• Very strong IT skills
• An ability to work as part of and alongside multiple teams
• The ability to work under pressure and manage multiple tasks and deadlines
• Customer focused and results-orientated
• The ability to make decisions on the correct process to ensure customer satisfaction, while considering the needs of the business