Job Description

The Jaq. Group is a fast-moving company which has experienced considerable growth over the last year. The role of Customer Service Advisor is to guide and assist the Company's customers with any queries and track/provide updates on their order status with the goal of increasing excellent customer feedback/reviews.

Key Tasks include but are not limited to:

Dealing with customer enquiries in a professional and timely manner, providing an excellent standard of customer service at all times. Raising support tickets in line with customer queries to enable further research into the query. Track any customer orders and provide an update as to what stage of the order process the package is in. Resolve any customer complaints with the goal of satisfying the customer to prevent them from not re-ordering in future. Provide administration support where necessary by recording and maintaining a database of customer information. Liasing with the warehouse team and escalating inquiries to different departments where necessary. Responding to queries and comments across all social media platforms (Facebook, Instagram, TikTok etc) to ensure these platforms are positive, friendly and helpful. Passing customer feedback onto the product or sales team to improve the organisation's reviews. Be fully flexible and help out in other departments where necessary (full training provided). Undertake any other duties as required, that are within the competence of the post.

Hours of Work:

Monday to Friday, 9am - 5pm but must be flexible to do overtime where required. May require weekend work on occasions.

Essential Criteria:

1+ year previous experience within a customer-facing role. Excellent customer service skills. Excellent timekeeping and problem solving skills. Be fully flexible. Be able and willing to take on additional hours as and when required.

Desirable Criteria:

Experience in working to targets. Administration experience.

Jaq. Group is committed to equality of opportunity and to selection on merit. Applicants will be subject to AccessNI checks. Having a criminal record will not necessarily be a bar to obtaining a position at Jaq Group. Any decision will depend on the nature of the role and the circumstances and background of the offence(s).

Links to JAQ Group AccessNI and data handling polices:

https://cdn.shopify.com/s/files/1/0030/5676/2953/files/AccessNI_Policy_Statement.docx?v=1749466096

https://cdn.shopify.com/s/files/1/0030/5676/2953/files/GDPR_Privacy_Notice_for_Job_Applicants_Northern_Ireland.docx?v=1749466096

https://cdn.shopify.com/s/files/1/0030/5676/2953/files/policy_on_the_recritment_of_ex-offenders.docx?v=1749466095

Job Type: Full-time

Pay: 12.72-13.13 per hour

Benefits:

Canteen Company pension Employee discount Free parking Life insurance On-site parking Private dental insurance Private medical insurance Store discount
Ability to commute/relocate:

Antrim BT41 2PT: reliably commute or plan to relocate before starting work (required)
Experience:

Administrative: 1 year (preferred) Customer service: 1 year (required)
Work Location: In person