Customer Service Advisor

CUSTOMER SERVICE ADVISOR | CENTRAL LONDON | FASHION BRAND | £25,000This is an exciting opportunity for a Customer Service Advisor to join a successful team & global fashion brand. Based in a team of 3, you will be responsible for managing all email & social communications with customers, ensuring that they receive the best possible service when shopping with the business. CUSTOMER SERVICE ADVISOR KEY RESPONSIBILITIES:

• Own all e-mail and telephone communication.
• Manage communication / feedback and messaging on social media channels.
• Timely resolution of all queries and complaints whilst managing customer expectations to reduce instances of excessive re-contact.
• Support our customers and develop a depth of understanding & affinity for our products and ranges.
• Escalate complaints and claims to the relevant member of management when necessary
• Maintain and regularly update online FAQ pages to enable customers to resolve queries without the need to make contact.
• Achieve and sustain a high standard of response times and response rates, improving customer satisfaction and reducing occurrences of re-contact.
• Working collaboratively with e-commerce team and other areas of the business to build key relationships.
• Facilitate telephone & remote payments services.
• Investigate and resolve delivery issues.
• Work closely with the warehouse team, to support refund & credit processing.
• Manage & investigate payment disputes.
• Identify and monitor potential fraudulent customer activity, escalating to the e-Commerce Manager when appropriate, to protect the profitability of the business
• Investigate and take all possible action to resolve complaints regarding the delivery of online orders from Royal Mail, DPD, Doddle and any other 3rd party service provider.

CUSTOMER SERVICE ADVISOR EXPERIENCE NEEDED:

• Ideally working in a customer service role, with at least 12 months' experience of customer service within a digital retailing environment
• Familiar with managing customer payment through payment gateways such as Sage Pay and PayPal
• Familiar with working with 3rd party logistics suppliers such as Royal Mail and DPD
• Has an intermediate user of MS Office, specifically Outlook and Excel
• Attention to detail with top-notch written and verbal communication skill

Hours: Monday to Friday office based - 35 hours per week

Ready to take on a new challenge of being a Customer Service Advisor? If you're confident you've got what it takes, don't hesitate apply now!

BBBH31859