Job Description

The Role:

The focus of this new dedicated role is to liaise with customers over the phone, via email, live chat and on social media. This will include tracking orders and providing order updates to customers, offering advice, taking orders and handling complaints.

Responsibilities:

Customer Support and Resolution

: Provide prompt and efficient support to customers via email, phone, live chat, or social media. Address and resolve customer complaints, queries, and concerns swiftly.

Order Management

: Assist customers with placing orders, tracking deliveries, processing returns, and exchanges. Ensure accurate and timely fulfilment of customer orders.

Product Information

: Provide detailed information about products, including availability, specifications, and pricing. Help customers make informed purchasing decisions by understanding their needs and recommending products accordingly.

Feedback Collection

: Solicit feedback from customers regarding their shopping experience, products, and services offered. Use this feedback to identify areas for improvement and suggest changes to enhance customer satisfaction.

Technical Support

: Offer assistance with website navigation, account creation and management, and troubleshooting any technical issues that customers may encounter on the website.

Dispute Resolution:

Handle disputes and negotiate solutions that satisfy both the customer and the company, within the bounds of company policies.

Team Collaboration

: Work closely with other departments to ensure a cohesive and consistent customer experience. Share customer feedback and insights that may be beneficial for other teams.

Customer Relationship Management (CRM)

: Maintain detailed records of customer interactions, transactions, feedback, and complaints in a CRM system. Use this information to provide personalised support and identify trends or recurring issues.

Monitoring Customer Trends:

Keep an eye on customer purchasing trends, common enquiries, and feedback to anticipate customer needs and adjust strategies accordingly.

The Person

We're looking for someone who is great with customer service experience, is a skilled communicator and problem solver. The role will require building some technical knowledge about our products so that you can properly advise customers so an interest in engines / engineering is a big advantage.

Essential:

3+ years customer service experience Experience with Freshdesk / Zendesk, or similar helpdesk software Experience with live chat (any software) Excellent telephone manner Comfortable offering product advice Clear written communication
Job Type: Full-time

Pay: 25,000.00-30,000.00 per year

Benefits:

Company pension Free parking On-site parking
Schedule:

Monday to Friday
Work Location: In person