Customer Service Advisor

To keep up with our ever-increasing volume of orders whilst providing top level service for our loyal customer base, we're keen to expand our team.
We're looking to recruit a full-time Customer Service Advisor to assist with a number of service channels. We encourage applicants with great enthusiasm and a passion to succeed to apply.
This is a brilliant opportunity to join one of the country's fastest growing footwear brands.
Role Responsibilities (but not limited to)
- Provide exceptional online support for our existing customers, or potential customers by resolving any issues and improving the overall customer journey.
- Process returns and exchanges within SLA.
- Respond to queries on a number of channels, including email and social media, whilst meeting our high standard of service within a fast-paced working environment.
- Give weekly feedback to the team, reporting to the Customer Service Manager, raising any recurring issues so that they can be escalated accordingly.
- Communicate with other departments for a prompt resolution of customer queries.
- The candidate will be required to help in any other areas of the business as and when necessary.
- Fraud checking of orders, dealing with risk orders in a timely manner.
Experience/Skills
- Customer service: 1-2 years (required)
- The ability to be adaptive and responsive to change
- High attention to detail
- Computer literate with knowledge of social media messaging
- Excellent communication skills with literacy skills to a very high standard
- Ability to provide good judgement, even in pressurised situations
- Knowledge of the footwear industry would be an advantage
- Experience of working in an e-commerce environment would be a huge advantage
- Experience of working on SaaS platforms such as Shopify and Gorgias is desired
Education:
- A-Level or equivalent (required)
Benefits:
- Hybrid working
- Free on-site parking
- Casual dress
- Positive work environment
- Paid 1 hour lunch break
Working Hours:
- 40 hours a week with weekend availability
- Shift pattern subject to change after trial period to mutually benefit both employee and employer.