Senior Customer Service Advisor

☞ SC4 Recruitment Limited

View: 101

Update day: 24-05-2024

Location: Rainham South East

Category: Consulting / Customer Service Sales Planning / Projects

Industry: Manufacturing Retail Retail Luxury Goods Jewelry

Position: Associate

Job type: Full-time

Salary: £28,000 - £35,000

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Job content

Senior Customer Experience Advisor - Fashion - £28k - £35k DOE - Rainham, Essex

  • Experienced working with Zendesk/Freshdesk/Georgias or similar?
  • Confident engaging on Live chat?
  • Do you enjoy training and developing a customer experience team?
  • Are you looking for the next step up to Customer Experience Manager?

You will work with the Head of Customer Experience as their #2 to support and develop the customer experience team. You will be ambitious and looking to develop your career into a Customer Experience Manager; leading by example and being hands-on, you will support the in-house team, driving the end-to-end customer experience towards excellence.

Key Responsibilities:

  • Responding to and rectifying customer queries on returns, stock, gifting, promotions etc
  • Supporting the team in managing the replying and answering of inbound emails, calls and live chat requests
  • Management of escalations
  • Proactively advising on new product arrivals
  • Advising customers on fashion "must haves" to complete the look
  • Design and deliver coaching to develop the customer experience team
  • Improve customer engagement with effective and progressive communication
  • Monitor and review inbound and outbound calls and emails within the customer service team
  • Support the Head of the Customer Journey by managing and giving constructive feedback

Experience Needed:

  • Have proven knowledge and previous experience in a high-end, fast-paced customer service team
  • Excellent verbal and written communication skills
  • Strong problem-solving/decision-making skills
  • Proven record of achieving KPIs
  • Experienced in working in high-volume ticketing environments, 40+ per day
  • Confident and approachable in relationship-building techniques
  • Experienced in supporting, training or developing a team to exceed business KPIs

Take advantage of this rare opportunity - call Samantha now for more details!!! Candidates who only meet some of the desired qualifications; if your experience looks a little different from what we’ve identified and you think you can bring value to the role, we’d love to hear from you!"

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Deadline: 08-07-2024

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