Job Description
THE OPPORTUNITY:
Macildowie are currently looking for a Customer Service Advisor working for a business based in Leicestershire.
The Customer Service Advisor is responsible for providing excellent customer service to our customers by answering questions, resolving issues, and providing support. The ideal candidate will have a strong understanding of customer service principles and practices, as well as excellent communication and problem-solving skills.
Shifts- 1pm 7pm, 5 days per week, 1 in 2 Saturdays with 1 day off during the week.
Hybrid working- 3 days in the office (Tues, Weds, Thurs) and 2 days from home (Mon, Fri, Sat).
First 4 weeks new starter training will be office based 11am 5pm.
This is a permanent position
THE ROLE & YOUR RESPONSIBILITIES:
To respond to all customer contacts and to provide our customers with the very highest standard of service whether they are placing an order, making an enquiry, requesting a catalogue or processing refunds and exchanges.
To provide first contact resolution where possible, dealing with all issues effectively, consulting with either the Senior CSA or Team Manager for direction, where necessary.
To ensure that customer complaints and queries are dealt with accurately and effectively by providing the customer with the correct information and ensuring that they are delighted with our service.
To ensure that daily tasks and responsibilities are completed and that the Team Manager is aware of any outstanding work in order to ensure its completion.
To achieve set productivity and quality targets at all times.
To take on other duties as required depending on the workload of the department and the needs of the business. To be aware that the needs of the departments will change.
To be a team player who displays the brand values and works with the rest of the team to achieve great results.
Answer customer inquiries via phone, email, and chat
Resolve customer issues in a timely and efficient manner in line with company SLA's
Escalate complex issues to the appropriate team or department
Provide product or service information to customers
Process orders and payments
Complete customer satisfaction surveys
Stay up-to-date on company products and services
Comply with all company policies and procedures
EXPERIENCE SOUGHT IN THE SUCCESSFUL CANDIDATE:
Previous experience in a customer service environment
Excellent communication and customer service skills
Strong problem-solving and analytical skills
Ability to work independently and as part of a team
Ability to work in a fast-paced and deadline-driven environment
Ability to work in a self-sufficient manner through using all available knowledge bases and process documentation
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)
Please put your home postcode on your CV when applying. Our recruitment tech uses this to make sure your CV is reviewed by the relevant consultant, for the relevant job(s), in the relevant geography.
Macildowie are a recruitment business working on behalf of a client to recruit this role. Your personal data may be forwarded to that client company as part of the application process.
If you would like information on how we will process your data please go to our website (macildowie.com) and view our fair processing notices which are located at the bottom of the page under privacy policies. Within the fair processing notice for Candidates there is guidance on how to amend your contact preferences or exercise your rights relating to personal data. We can't provide direct links as email address and website urls within our job adverts are removed by some of the websites on which we advertise.
Macildowie is a specialist recruitment consultancy with a rich history of enhancing the careers of professionals across the Midlands and the Northern Home Counties. We have an unrivalled understanding of the local market place and recruit for the majority of the region's premier employers. To search for all of our live jobs please visit us at macildowie.com.
