Customer Service Advisor

Customer Service Advisor

Are you ready for a customer service adventure that goes beyond the ordinary? Our company thrives on setting the bar for exceptional service and our extraordinary Customer Service team is the heartbeat of our commitment to excellence. Without our incredible customers, our success story would not exist.

We are on the hunt for our next superstar, someone who understands what customers need and knows how to make their experience unforgettable. If you are experienced in ecommerce and platforms such as Amazon or TikTok customer service, can spot upsell and cross\-sell opportunities and navigate helpdesk tools like Freshdesk with ease, we want to hear from you.

Salary/Working Hours

This is a full\-time, permanent position \- no remote work here! We thrive on team spirit and camaraderie that comes with us all being together.

Working hours are 37\.5 hours per week across Monday – Sunday.

Annual salary is between £25,000 \- £26,000 with progression opportunities.

What You'll Be Doing

First Point of Contact: Acting as the initial contact for customers, assisting with their queries and providing effective solutions.

Multichannel Support: Communicating with customers through Live Chat, WhatsApp, social media, email and platforms like Amazon and TikTok, using Freshdesk and Freshchat ticketing systems.

Effective Communication: Ensuring all interactions align with our brand tone and attention to detail.

Issue Resolution: Identifying root causes of customer issues and advising on the best solutions.

Escalation and Complaint Handling: Managing escalated complaints and applying expert knowledge of the Consumer Rights Act to ensure compliance and resolution.

Carrier and Logistics Investigations: Tracking lost or delayed parcels, chasing returns, liaising with carriers (including 2\-man delivery specialists, DPD etc) and coordinating with logistics teams to prevent recurring delivery issues.

Personalised Service: Using voice notes and video calls to create memorable, personalised customer experiences.

Customer Record Management: Maintaining and updating accurate customer records for future reference.

Hybrid Customer Service and Sales Focus: Combining customer service excellence with proactive upselling and cross\-selling to enhance the customer journey.

Collaboration with Internal Teams: Sharing insights with the Customer Service Manager and Assistant Customer Service Manager and collaborating with warehouse, product and marketing teams to improve processes and products.

Performance and KPIs: Meeting key performance metrics such as response times, ticket resolution rates, customer satisfaction scores and conversion targets.

Technical Knowledge (Prams and Travel Systems): Undertaking specialist training on prams, travel systems and car seats, including troubleshooting and advising on safety regulations.

Training and Progression: Participating in structured training programs, progressing into specialist roles like complaints handling, product support, training, or workflow management.

What We're Looking For

Customer Service Experience: Prior experience in fast\-paced, office\-based customer service roles, ideally within nursery products or platforms like Amazon or TikTok. Experience in other industries will also be considered.

Effective Communication: Excellent verbal and written communication skills, with the ability to choose the right tone for any situation.

Rapport Building: A people person who builds trust and lasting relationships with customers.

Problem\-Solving Skills: Ability to identify root causes and implement effective solutions.

Empathy and Resilience: Strong empathy for customers and resilience in challenging situations.

IT Proficiency: Comfortable using Microsoft Word, Excel, and learning new software quickly.

Helpdesk Software Knowledge: Experience with Freshdesk, Zendesk, or similar platforms.

Product Knowledge: Willingness to learn detailed product specifications to resolve inquiries accurately.

Multi\-Tasking and Attention to Detail: Handle multiple inquiries while maintaining accuracy and meeting deadlines.

Target\-Oriented: Confidence in meeting KPIs such as response times, resolution rates and satisfaction scores.

Upselling and Cross\-Selling: Identify and act on opportunities to increase revenue and enhance customer experience.

What Sets Us Apart

Award\-Winning Excellence: We don't just talk the talk; we've walked the walk with awards recognising our commitment to excellence.

Brand Bonanza: We stock a treasure trove of products from renowned brands like Joie, Mamas \& Papas, Egg, Cybex, Puggle, Joie, Ickle Bubba, Oyster, Babystyle and many more!

Customer Happiness Central: We've mastered the art of turning customers into fans, their satisfaction is our success story.

Price\-to\-Smile Ratio: Unbeatable prices for the most adorable products.

What Makes Our Location So Good

Easy Access: Find us close to Junction 22 of the Manchester Orbital route of the M60 and A62, making your journey smooth and stress\-free.

Tram and Train Magic: Hop on over to Hollinwood and Moston – our nearest tram and train stations, bringing the convenience of public transport right to you.

Commute with a Smile: Say goodbye to commuting woes! We're strategically placed for those coming from the surrounding areas.

Benefits of Joining The Adventure

Free Parking: Parking worries aside! Enjoy the perk of free, onsite parking.

Staff Discount: Treat yourself! Our employees get an exclusive discount because they deserve it.

Generous Holiday Allowance: Relax and recharge! Enjoy a generous holiday allowance to make the most of your downtime.

Birthday Bliss Day Off: Celebrate you! Take a day off on your birthday because special days should be spent exactly as you please.

Social Events: From epic team nights out to unforgettable fancy\-dress parties.

Ready To Join A Workplace That's More Than A Job?

Click to apply or send a copy of your CV and covering letter to:

jobs@thenurserystore.com

*As an equal opportunities' employer, we value diversity and welcome applicants from all sections of the community. Please note that due to the high volume of applications we receive we are unable to give feedback to candidates at initial application stage.*

\* STRICTLY NO AGENCIES \*

Pay: Up to £26,000\.00 per year

Benefits:

• Casual dress


• Company events


• Employee discount


• Free parking


• On\-site parking

This listing is from Indeed. View original listing ↗