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Customer Care Advisor
  • United Kingdom - Devon - Totnes - TQ9
1 year ago
Customer Service
Fixed term
Job Description

This role is maternity cover and will last 12 months. Reporting to Customer Care Manager we’re looking a Customer Care Advisor to join our friendly team, in our offices in Dartington. We offer Hybrid working, but you will be required to work in the office 2-3 days per week, but this will be full-time during the training process.
You will be working as part of the customer care team to ensure that emails and phones are answered promptly, that customer orders and returns are managed effectively and efficiently through the system, as well as offering assistance to general office management.

Its therefore essential that you can offer excellent service, effectively recording information to help improve and shape service for the future.

  • Prioritize and process customer orders and requests submitted by telephone and email
  • Investigate and resolve customer complaints and resolve complaints quickly and patiently, including assistance of customers who may have received their orders late, have received the wrong order or have received faulty products
  • Input and process orders received through phone, email and EDI, upselling products to ensure maximum efficiency.
  • Take payments safely and securely, following all relevant legislation
  • Process customer returns, credits and replacements accurately ensuring stock and finance is managed correctly.
  • Learn how to use database systems and technology to deliver great customer care
  • Check product availability for customer orders and order or restock items if necessary
  • Communicate with customers about their orders, including any delays or changes in delivery
  • Assist financial department with customers on security checks, accounting enquiries or flagged accounting issues raised by the customer
  • Work with the wider business and sales team to drive sales results and communicate about sales campaigns

Benefits:

  • A competitive salary and incentives
  • 25 days holiday per year
  • Healthcare Plan and Employee Assistance Program
  • Life cover Insurance
  • Company Cycle to work scheme
  • Great team discounts on Nkuku products and within the Café
  • Paid Charity Volunteering Days
  • Charitable Giving Program
  • Benefits Hub – a discount marketplace for many well-known High Street Brands
  • Reciprocal Discounts with other likeminded companies
  • Fitness Classes
  • We’re a growing business that encourages our people to grow with us.
  • To be around like-minded people who want to offer great service within a relaxed, friendly and ethically conscious environment.

Required Knowledge, Skills, and Abilities

We are looking for someone with great personality, personable and caring who enjoys a challenge and works well under pressure. You need to be a team player and must like to help people, with the ability to convey that over the phone or in written communications.

We’re an ethical and inclusive employer so want you to feel free to be yourself, also possessing the ability to bring our core values alive in everything you do.

  • Good level of customer care experience within customer facing role, ideally within a call centre environment.
  • Ability to work as part of a team, under pressure, all with a can-do attitude
  • Ability to maintain a high degree of professionalism even under pressure
  • Work to deadlines through prioritizing your work logically, helping to find solutions to sometime complex scenarios/problems
  • Have a can-do attitude, be open minded and flexible in approach
  • Highly organized, efficient as well as offering a high attention to detail and keep accurate records
  • Strive to offer the best customer service Be friendly and patient with great listening skills.
  • Have experience with using Microsoft packages, including Excel (basic), work and Outlook.
  • Although not essential, previous experience within a B2B focused business and use of Khaos Control (ERP system) is advantageous
  • Good communication skills – personable and good telephone manner
  • Ability to embrace a more relaxed environment, without relaxing the standards.

Reference no: 94520

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