Paying £23k + Benefits - Based in central Rochdale, our client is a highly successful manufacturing business that are seeking an experienced E-Commerce Customer Service Advisor to join their busy customer service team. This job opportunity will be office-based working 9:00am to 5:00pm Monday to Friday.
THE JOB
Reporting the Customer Service Manager, as E-Commerce Customer Service Advisor your job will be to provide a positive customer experience by offering excellent customer service and enhancing relationships with both business and consumer customers.
Your day-to-day responsibilities will include:
- Responding to customer enquiries in a timely and accurate manner, via phone, email, and web chat
- Identifying customer needs and helping customers to use specific features
- Ensuring all customer returns and replacements are logged with detailed information
- Analysing and the reporting of faulty products
- Updating the databases with information about technical issues and useful conversations with customers
- Monitoring customer complaints on social media and reaching out to provide assistance
- Assisting customers with product features and functionality
- Sharing product feature information and effectively working with other team members
- Following up all customer enquiries to ensure all issues are resolved
- Gathering customer feedback and sharing this information with the product and marketing teams
- Improving customer loyalty by offering excellent customer service
THE PERSON
The ideal E-Commerce Customer Service Advisor will have experience of dealing with retail customers and/or experience with online consumer orders.
Other requirements include:
- Excellent communication and problem-solving skills
- Complaint handling experience
- Experience in using online portals and web chat platforms would be preferred
- Multi-tasking ability
- Patience when handling tough customer enquiries
THE BENEFITS
- Flexible Working Opportunities
- 22 days holiday + the bank holidays (with the option to WFH during the bank holidays to gain additional days leave of your choice)
- Pension 3% employer, 5% employee
- 50% Employee Discount
- Healthcare & Wellbeing Programme
- Company Sick Pay
- Free, On-site Parking
- Death in Service Scheme
- Bereavement Leave & Pay
Please note that we are only able to consider applications from those who are eligible to work in the UK and therefore do not require sponsorship.
