Customer Care Advisor

We have a new opportunity available for a Customer Care Advisor to join the team based in Chorley. You will join us on a full-time, permanent basis and in return, you will receive a competitive salary of £23,000 per annum.
About us:
Hedges Direct Ltd are online hedging specialists, with decades of industry experience and a culture firmly focused on quality and service. We supply large quantities of hedging to landscapers, garden designers, builders, hotels, pub chains also a significant proportion of retail customers across the UK and parts of Europe.
Working Hours: 40 hours per week - Monday to Sunday, 8 hour shifts between the opening hours of 8am and 8pm on weekdays and 9am to 5.30pm on weekend days (applications for candidates for part-time hours to be worked as a job share will be considered).
The Customer Care Advisor role:
As our Customer Care Advisor, you will be working across multiple brands, in a busy e-commerce business. You will deal with a high volume of incoming communications and proactively outbound customers from both retail and trade.
Key responsibilities as our Customer Care Advisor:
Deliver a first-class customer experience offering advice or resolving customers queries.
Handle a high volume of customer communications.
Manage customers’ expectations, be honest, supportive, professional and friendly.
Deal with customers queries promptly and provide first contact resolution where possible.
Where customer queries cannot be resolved in the first contact, communicate with the customer what will happen next.
Do what you say you are going to do and always go back to the customer in a timely fashion.
Call customers with updates on their orders.
Call customers with details of delays or problems.
Work with other departments within the company to ensure we manage any complaints or issues with a good result for the customer. Particularly, Nursery, Transport and Sales.
Feedback to Customer Care Manager anywhere you think we can improve the customer journey.
Work on aftersales initiatives and ensure customers can buy plant feed and any after sales products available.
Encourage customers to review us on the review platforms we have.
Respond to customer queries in a timely fashion and provide clear, concise advice.
Other ad hoc sales and service administration tasks
Skills and experience required as our Customer Care Advisor:
Empathy
Good listening skills
The ability to diffuse potential situations
Strong effective communicator
Motivated and driven
Customer Care or call centre experience
Confident personality with a can-do attitude
Works well under pressure
The ability to work independently and as part of a team
Excellent written and verbal communication skills
Impeccable attention to detail
A proactive person who will use their initiative
A self-starter with a willingness to learn
Organised with good time management
Good IT skills and proficiency in Microsoft Excel and word
Benefits you will receive as our Customer Care Advisor:
33 days holiday (including Bank Holidays and extended Christmas break)
Free tea, coffee and refreshments
Free on-site car parking
Birthday Day Off
Employee Discount Scheme
Enhance Maternity and Paternity Pay
Company Sick Pay
Life Circumstances Leave
Company Social Events
Holiday Buy Back Scheme
Volunteering Days
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If you feel you have the required skills and experience to join us as our Customer Care Advisor, please click ‘apply’ now, we’d love to hear from you