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Who will I be working for?
Our client is a fantastic global business. Their luxury, high quality products are sold throughout the world. They also offer a friendly working environment, based in a beautiful barn conversion.
What will I be doing?
You will work closely with the Area Managers, Finance, Product and Warehousing and Logistics teams to support the delivery of a best in class customer service to B2B retailer and D2C consumers. You will be responsible for customer order processing across multiple systems as well as managing queries in a timely and accurate manner via phone, email or live chat.
Main duties and responsibilities:
- Reply to pre-order questions about product specification and availability via phone, email and other channels.
- Reply to consumer queries in a friendly, professional, timely and efficient manner at all times.
- Provide guidance across the online ordering process when required.
- Address and resolve post-order queries or actions regarding payment, shipping, stock allocation, invoicing, and delivery.
- Process website returns and credits in a timely manner, ensuring customer satisfaction is achieved and that process fluency is maintained at all stages.
- Utilise a variety of software programs to resolve customer queries and to manually complete orders when required.
- Perform daily fraud checks, highlighting any potentially fraudulent transactions and intervening where necessary.
- Perform daily order checks to ensure orders from the web are processing correctly into the back-office systems and identify potential issues with inventory levels.
- Coordinate closely with the Area managers and teams across the business.
- Support colleagues as and when required.
- All other duties and special projects as assigned.
What skills and experience are required?
- Experience working under pressure in a high-volume environment while maintaining standards in productivity, quality, and service.
- Capacity to multi-task and shift focus as required, with an excellent sense of prioritisation and timekeeping.
- Must be organised, detail-oriented and proactive, with an aptitude for process optimisation.
- Strong interpersonal skills and articulate both in verbal and written communication
- Proficient user of IT systems, including MS Office
- Working knowledge of SalesForce Service Cloud an advantage
- Ability to make sound decisions with a strong sense of urgency.
- Passion for providing exceptional customer service.
- A positive and team-oriented attitude
- Previous customer service experience in the e-commerce industry will be considered advantageous.
- Ability to establish and build strong communication with other departments and customers.
What else do I need to know?
The role is offered initially on a temporary basis for three months. You will be expected to work from my clients Harwell office three days a week.
We really hope this great role appeals to you and you decide to apply! We love hearing from you and really appreciate every single application that we receive. We wish we could respond to your CV personally but due to the high number of responses we receive this just isn't possible.
No terminology in this advert is intended to discriminate on the grounds of a person’s gender, marital status, race, religion, colour, age, disability, or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications, and abilities to perform the duties of the job. Your data will be treated respectfully and in line with GDPR regulations. Our privacy policy is available on our website.
