Contact Centre Customer Advisor

You will provide solution focused customer service support, both pre and post purchase. This will help drive long term customer retention and enhance the brand reputation. You will have excellent customer service skills, with the ability to deal with customers in writing and over the phone.

Main Duties

• Act as a point of escalation taking ownership of escalated cases and speaking directly with consumers to resolve more complex cases
• Respond to customer feedback received through all social media channels (e.g. Instagram, Facebook) and review sites (e.g. Trustpilot, Feefo) providing responses and taking action where required
• Identify product quality issues through monitoring consumer engagements and providing feedback to the Aftersales Technical Trainer
• Raise orders for replacement product, liaising with our logistics providers, to ensure prompt delivery
• Review and approve/decline requests for consumer refunds in accordance with company policy
• Ensure that cases involving injury or property damage are prioritised and recorded accurately, ensuring all information is collated and passed to appropriate personnel

Skills and Knowledge

• Proven experience in a Customer Service role preferably dealing with consumer products
• Comfortable working with multiple systems and platforms e.g CRM, WebChat, Review Sites
• Competent in using Microsoft Office software including Word and Microsoft Excel software packages
• Able to work well in a team with a collaborative approach
• Excellent communication skills (written and verbal)
• Can-do attitude with a focus on finding solutions
• Can demonstrate empathy with customers in the event of issues / problems whilst retaining an objective viewpoint
• Works well under pressure with the resilience to manage peaks and troughs in workload
• Well organised with excellent attention to detail even under pressure