Customer Service Advisor - 3 months temp (SM - 171567) London, England

Salary: GBP12 - GBP14 per hour

KEY ACCOUNTABILITIES

 

  1. Customer
  • Ensure that all new emails are dealt with within 2 days from receipt.
  • Take incoming calls and/or live chat enquiries from customers, assisting in the most efficient and helpful manner.
  • Resolve customer enquiries and ensure that they are answered courteously and in a timely manner with a positive outcome.
  • Update orders as necessary when customers contact regarding address or order changes.
  • Advise customers of any revisions to requested delivery dates/quantities as soon as the information is available. Issuing discount codes for delays or stock issues for web use and maintaining information.
  • Accept new orders from customers by telephone, processing orders and processing payment.
  • Dealing with faulty returns and assessing manufacturing faults. Processing replacements for customers or issuing discount codes in line with company practice.
  • Raising returns on the SAP system and issuing refunds on ecommerce orders.

 

  1. Customer orders

 

  • Monitor orders and advise manager/senior advisor of any known problems or delays on orders.
  • Actively participate in the lifecycle of customer orders from order receipt to the dispatch of goods via the OPS system.
  • Liaise with Warehouse and Logistics concerning any shortages, processing or returns
  • Maintain and develop good working relationships within the team and within the brands including sales, demand planning, wholesale and marketing.
  • Manage orderwave systems, promoting a proactive approach to help maximize sales and stats.
  • Provide product information to customers
  • Keeping customers informed of the latest delivery dates of their orders
  • Collating feedback on brand performance and the service being provided to them.

 

  1. General duties
  • Assist the manager/senior advisor as directed.
  • Help transform the Customer Service dept into a proactive versus reactive organization in a way that creates a superior customer service model.
  • Perform duties consistent with the company’s goals and policies.
  • Perform other duties as required/assigned by manager.
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