Customer Service Advisor Permanent

Totally Recruitment Ltd are seeking a Customer Service Advisor to work on behalf of our client who is a multi-channel retailer located in Perry Barr.

As a Customer Service Advisor you will be required to provide full support to the customer service manager along with providing dedicated and recourse to admin tasks.

You would also be required to liaise with internal departments such as: Purchasing, warehouse, trade counter and marketing and third parties including couriers, suppliers and manufacturers on a daily basis to ensure all customers are provided with the best possible service.

Key Duties:

• Answering inbound Calls/Emails/Online chat

• Taking customer queries and maximising sales opportunities through good product knowledge

• Handling customer complaints

• Processing online and telephone orders

• Troubleshooting of return queries

• Maximising sales retention opportunities and offering the correct product alternatives, wherever possible

• Working closely with the purchasing department to ensure that product lead times and replenishment of back orders are dealt with effectively and sales retention is maximised

• Being extra vigilant and proactive in spotting and preventing potential fraud cases and high risk high value orders

• Ensuring that a close working relationship with our courier partners is maintained to ensure that all service levels are met and value for service is maximised

• Supporting and enhancing the current processes and systems for label generation and shipping methods

• General administrative support for process escalation matters, such as: complaint handling, social media, and product knowledge 

  Requirements:

• Previous call centre experience is required

• Own laptop with a memory requirement of 4GB ram storage

• Ability to work towards targets

• 5* customer service skills

• Ability to problem solve and multi task

Working Hours:

Monday – Friday between the hours of 8am – 7pm on a shift basis with occasional weekends required.

This is a temporary – permanent role with a salary review upon completion of the 12 week probationary period.

To apply for the Customer Service Administrator role, please click apply and follow the application process.

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