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Reed
,
Sutton Green, Surrey
Customer Service Advisor
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Job Type: Full-time |
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Salary: £20,000 per annum |
Overview
Job Responsibilities: • Answering customer calls to deal with queries, advice on suitable products, check delivery information and general questions. • Write, Update and Maintain FAQs. • Responding to customer messages from eBay, Website, and e-commerce/social Media-channels in a timely manner. • Ability to use product knowledge to help customers decide what's right for them. • Ability to empathise with our customers and understand how important a resolution is and to ensure customer retention. • Live chat Web Holding. • Liaise with delivery companies, investigate delivery and return issues, handle courier claims. • Ensuring Online Reviews, eBay resolution center disputes and PayPal cases are responded promptly and precisely. • Identifying key customer issues and presenting them in a monthly report to the managers. • Processing customer returns, ensuring all customers who return their items receive replacements or refunds in a timely manner. • Creating return reports, seller rating reports, claims reports and presenting them to the managers. • Communicating with customers to ensure we receive positive feedback on all of our e-commerce channels, and ensuring our high feedback score is maintained. • Liaising with the warehouse team to ensure all orders are shipped out on time. • General office support to ensure customer orders are received and processed smoothly • Ad-hoc office administrative task as and when required. Required skills: • Experience with Microsoft Office. • Excellent communication skills - written and verbal, articulate with good spelling and grammar. • Good management skills, with excellent attention to details and well organised. • Ability to work well as part of a team as well as using initiative. • The ability to work quickly & accurately and pay attention to details. • Flexibility to increase workload in very busy times My client supplies into the hair care industry so a knowledge of hair care and products would be beneficial.