Customer Service Advisor Birmingham, England
Job description
Enjoy talking to people and finding solutions for them? Are you interested in wellbeing and beauty products? We might have the job for you!
Absolute Collagen was founded on the importance of wellbeing and creating beauty from within. We have won plaudits and praise from our loyal customer base for our customer service and are now looking for a Customer Service Advisor to join our growing team.
MAIN PURPOSE OF THE ROLE:
Provide excellent and expert customer service whilst helping to improve customer LTV and creating a better customer experience.
KEY RESPONSIBILITIES AND TASKS
- Directly interact with customers across inbound and outbound communication channels providing a friendly and efficient service.
- Answer customer queries by phone, email, live chat, or social media.
- Monitor social media comments and engage with our social audience.
- Retain customers through excellent customer service, specifically active listening, using effective questioning techniques and finding solutions to problems to ensure customer happiness, utilising the product toolkit to offer the right solution for each customer.
- Organise workload to ensure maximum efficiency, ensuring you are prioritising urgent tasks.
- Ensure customer details are correctly entered and that all GDPR requirements are complied with.
- Ensure departmental customer KPIs are met, specifically customer save rate, customer satisfaction, call quality and call abandon rate.
- Take ownership of customer issues and attempt to resolve including liaising with other departments before escalating to CS Manager.
- Process customer order returns and issue refunds if applicable.
- Respond to customer reviews on public review sites e.g Trustpilot.
- Handle customer payment disputes.
2. Maintain excellent knowledge of business and product to provide advice to customers ensuring all CS standards and processes are complied with.
- Ensure up to date with all health and safety training designated.
- Learn and regularly review product knowledge.
- Proactively stay up to date with campaigns and promotional offers.
What are the qualifications you need?
- Previous experience in Customer retention or Commercial Customer Service role essential
- At least 2 years experience in an office based customer service role
- Excellent written and spoken English
- Good phone etiquette
- Computer literate
- Ability to multitask, organise, and prioritise work
Hours of work:
To be confirmed
4 months fixed term contract
Benefits:
- 33 days paid holiday per year including bank holidays
- Yearly bonus!
- Health cash plan
- Life Assurance
- Flexible working between home and the office, excluding weekends.
- A fun, laid back office where you are not just a number on the payroll. Our brand ethos “Safe, important and respected” applies as much to our team as to our clients, suppliers etc.
- Regular team outings with drinks & activities
- You will be expected to grow and learn in this role and we will give you tailored support to do
- Cycle to work scheme
- 40% off for family & friends
