Customer Service Advisor - Online Retailer St Albans 16,000 Basic 18,000 OTE
Leading online Audio Visual and brown goods retailer is currently recruiting a Customer Service Advisor.
Job Purpose: Provide full pre and post sales support to customers from both e-commerce and mail order purchases. Key responsibilities and Accountabilities
1. Responsibility for answering telephone calls for all customer enquiries relating to e-commerce and mail order
2. Manage emails using the Cerberus platform for both pre and post sales enquiries. Mails should be responded to within 24hrs. This will relate to sales and complaints and will be in durable form
3. Communicate to suppliers for information to fulfil customer’s enquiries for both pre and post sales.
4. Provide customers with supplier service details upon and request and where appropriate book in service calls for customers and communicate back to the customer
5. Maintain a consistent level of service for customers at all times.
6. Analyse manufacturer prices and calculate competitive prices on ‘bulk quotes’ where applicable and ensure we understand the companies price structure
7. Effectively process customer telephone orders and maintain the source of the customer enquiry
8. Analyse data and verify fraud management process and ensure correct information is gathered on the customer – work no, home number , mobile number and business and personal email address
9. Effectively manage information on competitor pricing using the relevant price comparison websites.
10. When goods become unavailable or discontinued research potential alternatives for customers and provide them with stock availability
11. Where appropriate give priority to certain enquires from customers according to the urgency of the customer in question
12. Manage and process requests for refunds from customer and ensure that we communicate information to our buying department.
13. Where appropriate be pro-active and offer ‘paid for services’ like delivery charges for fast delivery.
14. Log in to the system and deal with courier claims in respect of lost and damage items
15. To participate in training sessions both within store and at suppliers when necessary
16. To undertake any additional duties as the role might require. Required Skills:Excellent Customer Service Skills Polite and Friendly telephone manner Computer literate
(Thank you for expressing an interest in our position. We are a new breed of agency so do things a little differently! If you decide to apply for this position please look out for an email from us. Good luck! No consultants and No Preliminary Interviews - Hooray!)
IMPORTANT : To apply for this Customer Service Advisor - Online Retailer job, there should be no need to supply the advertiser with your bank or any other financial information. Never supply this sort of information to advertisers. If you see a vacancy and bank account details or money are requested, email support@tiptopjob.com.
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