Address About You
As the Customer Services Advisor, you are the first point of contact for our customers and are responsible for responding to customer queries across a number of communication platforms. Whether you are dealing with general enquiries, queries or complaints, you remain professional, personable and confidently communicate with our customers, keeping in line with our brand strategy and agreed service levels. Your extensive knowledge of our products coupled with your strong problem solving ability mean you are equipped to provide every customer with a shopping and service experience that is second to none.
Main Duties and Responsibilities
Delivering outstanding Customer Service across phones, emails, live chat, and social media in a personalised and friendly manner
Being the first point of contact for customer enquiries, demonstrating exceptional complaint handling
Ensuring that the My 1st Years tone of voice is reflected in all oral and written communication to customers to ensure a consistent and positive experience
Providing customer product and service feedback to other departments to help strengthen our operational, quality, and service offering
Maximising our sales opportunities through customer conversations and continual product training
Working closely with the team to share ideas and best practice to ensure Customer Service is delivered to a consistent standard across all touchpoints
Collaborating with key stakeholders and external business partners to develop our distinctive retail proposition, improving processes and procedures
Assisting with regular reporting on customer trends, sentiment, and overall brand satisfaction
Skills and Knowledge
The Customer Service Advisor is expected to have the following skills and knowledge:
Experience of working in a Customer Service role, ideally within a Contact Centre environment in e-commerce / retail
Experience of using Zendesk is essential
Superb communication skills and telephone manner, able to effectively handle customer escalations with positive resolution
Good attention to detail
Genuine passion for the My 1st Years brand and customers
Positive and helpful attitude, recognising the importance of going the extra mile for the customer
Proactive approach to problem-solving and decision-making
Enjoys working as part of a friendly and creative team as well as confident in working independently
Proficient in Excel, Word and Powerpoint
Professional and positive work ethic at all times
This is a full time role working 40 hours per week, covering a variety of shifts including weekends.
Salary: £9.35 per hour
Start: ASAP
To apply, please send a copy of your CV and Cover Letter to Charlotte Roberts at
careers@my1styears.com 
