customer relations Hyde, England
Job description
Swell UK is one of Britain’s biggest specialist retailers of products for aquarium, pond, and reptile enthusiasts. Our team of expert staff work across our three sites in Hyde, Greater Manchester, to despatch thousands of online orders every week via our Swell UK, Swell Reptiles, and Swell Pets websites.
Due to expanding our team, a Swell UK Customer Service Assistant is a critical part of our mission to deliver timely, accurate and professional customer service to all our Swell customers. This vital position requires an action-oriented, flexible problem-solver who will assist customers in processing orders and correcting post-sales problems. You will communicate with customers primarily through email and phone and utilise a variety of software tools to navigate customer accounts, research and review policies and communicate effective solutions in a fun and fast-paced environment.
Customer Focus:
- Excellent customer service skills, including maintaining focus on the customer issue in a fast-paced environment
- Ability to empathise with and prioritise customer needs
- Demonstrates interpersonal skills with a diverse customer base
- Demonstrates conflict resolution, negotiation, and de-escalation skills
- Demonstrates ownership to resolve challenging customer issues, escalating when necessary
- Ability to determine customer needs and provide appropriate solutions
- Maintain regular and reliable attendance
- Flexible with the working schedule; will be expected to work weekends on a rota basis and bank holidays
- Ability to work overtime as required by business
Problem Solving Skills:
- Effective problem solving skills including decision making, time management and immediate prioritisation of tasks
- Ability to approach problems logically and rationally
- Action oriented and self-disciplined
- Organised and detail-oriented
- Ability to quickly and effectively prioritise work time in various departments to meet business needs
- Ability to maintain composure in highly escalated situations
Preferred Qualifications:
- Action oriented, self-disciplined and organised
- Effective time management skills and ability to prioritise work time to ensure productivity and department standards
- Ability to communicate clearly with both internal and external customers
- Good comprehension skills - ability to clearly understand and address customer issues appropriately
- Good composition skills - ability to compose grammatically correct, concise, and accurate written responses
- Ability to use a desktop computer system, Familiarity with Windows 10, Microsoft Outlook, Zendesk and Magento.
- Good typing skills
Job Type: Full-time
Salary: £21,700.00 per year
Benefits:
- Employee discount
- On-site parking
Schedule:
- 8 hour shift
Supplemental pay types:
- Yearly bonus
Education:
- GCSE or equivalent (preferred)
Experience:
- Customer service: 1 year (preferred)
Work Location: In person
