Job Description

Job description

We're looking for a dedicated and passionate Customer Service Advisor to join our Live Chat team. Here at 3sixfive you will get the opportunity to work on behalf of some of the UK's biggest and best known Brands. You will respond to our clients' customers via website live chat, in a fast paced and high volume environment where you will be the first point of contact for customers choosing to engage, enquire or make contact with our clients. With the support of our Team Leaders, you will answer enquiries about services and products, troubleshooting and resolving issues and upselling whilst ensuring a high level of customer satisfaction as an extension of the client's customer care team.

The ideal candidate will have an existing experience with working in a people-focussed environment, where they not only met, but exceeded their customer's expectations. You will need to pay attention to detail and understand briefs to ensure you follow the guidelines set by each individual client.

Working within an agency means no two days are the same so we are looking for someone who enjoys working as part of a collaborative team and can adapt easily to a fast paced environment.

What you'll be doing

Engage with a varied demographic of customers on behalf of our client to resolve queries in real time, using your ability to think quickly, obtain the relevant information and help the customer Manage a high volume of chat conversations, often simultaneously Provide excellent customer service by understanding the customer's needs, answering questions, and being personable at all times Communicate clearly and effectively to aid the customer journey and resolve enquiries quickly or signpost to the relevant team/person Work efficiently as part of a team, ensuring effective communication throughout the working day Ensure compliance with Live Chat guidelines, industry standards, protocols and client processes throughout every interaction Accurately log customer feedback and themes of conversation for reporting Lead by example to achieve KPIs and targets

What skills we're looking for

Previous experience in a Customer Service role Experience of using Live Chat software, social media channels professionally, or call/contact centre responsibilities Excellent communication skills, both written and oral Must be able to accurately type 45 Words Per Minute (WPM) Ability to remain calm under pressure, always with a high attention to detail Strong time management skills with the ability to multitask and prioritise Creative and an 'out of the box' thinker Proactive and responsive Automotive and/or sales experience is desirable
Please note that full training will be provided, regardless of your level of experience.

Working hours for this role

40 hours per week, Monday to Sunday 30 minute paid lunch-break each day Non-fixed schedule, 2 days off per week which vary A mixture of '7am to 3pm', '9am to 5pm' and '10:30am to 6:15pm' shifts Availability for Weekends and Bank Holidays required Schedules published 2-4 weeks in advance
Please note that due to the nature of this role we are unable to offer it as a hybrid or work from home option - this is an in office position.

What's in it for you

Smart casual dress Free parking An additional day off - your birthday! Perkbox - a range of benefits, discounts and perks Health and Wellbeing programme
This is a fantastic opportunity to join a growing company and team where you can work with some of the UK's biggest brands, working alongside a friendly and collaborative team, and have development opportunities to further your career.

Job Types: Full-time, Permanent

Pay: From 25,400.00 per year

Benefits:

Casual dress Company pension Free parking Health & wellbeing programme Sick pay
Education:

GCSE or equivalent (required)
Experience:

Customer service: 2 years (required)
Work Location: In person