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Customer Service/Admin Assistant

Position Overview: We are currently seeking a highly motivated and detail-oriented individual to join our team as a Customer Service/Admin Assistant. As the first point of contact for our business, you will serve as a Front Office Representative, provide administrative support, and ensure exceptional customer service. The successful candidate must possess excellent communication skills, demonstrate the ability to work under pressure, and have a strong commitment to achieving customer satisfaction.

Responsibilities:

Front Office Representative:

• Act as the first point of contact for all incoming calls and visitors, providing a professional and welcoming experience.
• Direct deliveries to the appropriate departments/building.

Orders/Admin:

• Accurately process daily mail orders.
• Manage trade orders and maintain customer accounts.
• Process phone payments using the PDQ terminal.
• Prioritize and process online retailer orders through platforms like Microsoft Dynamics 365 Business Central, Amazon Vendor Central, J D Williams/N Brown, International Export Orders and Sephora and Superdrug Market Place.
• Collaborate with the Accounts Department to address any discrepancies and assist if necessary.
• Coordinate with the Warehouse team on customer orders and deliveries.

Customer Service/Admin:

• Maintain exceptional customer service standards through platforms such as Shopify, Gorgias, Okendo and TikTok Shop.
• Follow up on customer’s orders via UPS, Royal Mail Click & Drop platform and also contact their customer service team by email or over the phone.
• Communicate with customers via PayPal, investigate and resolve complaints through the resolution centre, and process refunds using PayPal, Shopify and Klarna.
• Inform trade accounts about new products, promotional offers, launches, and updates, working closely with the sales team.
• Keep trade order forms and price lists regularly updated.
• Provide regular follow-up and support to trade accounts.
• Respond to inquiries regarding potential business opportunities over the phone or via the Gorgias platform.
• Process trade account payments over the phone using the PDQ terminal or advise BACHS transfer.
• Handle product returns, refunds, and maintain accurate records using Excel, including incident logs and follow-up.
• Investigate and resolve customer inquiries from Barrym.com through the Gorgias Platform, demonstrating excellent written and verbal communication skills.
• Ensure confidentiality and security of records and financial information.
• Provide support and admin assistance to the Office Manager as required.

Essential Skills:

• Ability to work under pressure, meet deadlines, and maintain a high level of accuracy.
• Excellent interpersonal skills for effective communication in person and over the phone.
• Professional handling of customer complaints.
• Dedication and flexibility as a team member.
• Highly motivated and enthusiastic about achieving customer satisfaction.
• Strong organizational and time management skills, with the ability to prioritize effectively.
• Willingness to learn and retain product knowledge.
• Strong computer literacy and accurate keyboard skills.
• Proficiency in Microsoft Word, Excel, PowerPoint, Microsoft Outlook & Teams.
• Education to a good standard.

This is a full-time position. The successful candidate will join a dedicated team and have the opportunity to contribute to our commitment to exceptional customer service. If you meet the qualifications and are eager to learn and grow in a dynamic environment, we invite you to submit your application, including your CV and any relevant certifications or qualifications.

Job Type: Full-time

Salary: £23,000.00-£25,000.00 per year

Benefits:

• Casual dress
• Company pension
• Cycle to work scheme
• Employee discount
• Financial planning services
• Free parking
• Health & wellbeing programme
• Private medical insurance

Schedule:

• Monday to Friday

Supplemental pay types:

• Performance bonus

Ability to commute/relocate:

• London, NW7 1BA: reliably commute or plan to relocate before starting work (required)

Education:

• GCSE or equivalent (preferred)

Experience:

• Customer service: 1 year (preferred)
• Administrative experience: 1 year (preferred)

Language:

• English (required)

Work Location: In person

Reference ID: Customer Service/Admin Assistant