Customer Care Advisor

Experience level

Expert

Assist customers with inbound queries through either phone, email or chat. Must be comfortable with predominantly phone-based work. More than 6 months' experience. Please note: Proof of your experience must be stated in your CV.

Job description

Temporary Customer Care Advisor - 3-6 months with possibility to extend Shift: 6am-3pm, 7am-4pm or 8am-5pm on weekdays (flexibility may be required on ad-hoc weekends) Location: , Garrick Road, Irving Way, London, NW9 6AQ (Hybrid Working) Job Objective You will be first point of contact for all customers of and successfully answer any incoming enquiries. You will also be able to drive excellent customer care at all times, as well as promote products and ensure customers are satisfied with their orders. What you will do: Responding to customer queries. Working as part of an interdepartmental team to ensure quick and efficient service for our customers. Deal with customer orders / questions / issues / complaints. Account administration duties, interdepartmental reporting and paperwork. Deal with customer enquiries/complaints/requests and liaise with relevant departments to find solutions and answers. Work with multiple departments to ensure smooth running of daily ordering, production, and delivery process for customers. Identify problems and flag them to Customer Care Team Leader / Supervisor. Process orders on a daily basis, into our ordering system. Promote products with enthusiasm, knowledge, and passion. Maintain up-to-date product knowledge and provide product information when asked by Customers. Key Performance Indicators (KPIs) Quality of communication with customers, great phone manner & following SMILE matrix. (via CSAT). Number of tickets solved (via Zendesk). Maintain high service levels, measured via response times. About you Excellent customer service focus and a positive attitude. Great attention to detail and high accuracy rate. Problem solver. Team player. Ability to work at pace, and work well under pressure. Ability to prioritise. Excellent IT computer skills. Excellent telephone manner and verbal/written communication skills. Experience in customer care via phone and email (ideally +1 year)

Industry

Office