My client is looking to recruit two Customer Service Advisors for their expanding team in Harrogate. You'd be responsible for the day-to-day delivery of customer services and support to all customers across all channels. The Customer Service Advisor is responsible together with their team, for the maintenance and improvement in the high standards of customer service targeted by the company, ensuring that all communications platforms are serviced in line with the agreed quality standards set. This is a great opportunity to work for a well established and successful business.
Other duties include :
- Delivery of, on a day to day basis, the Company’s customer service and support capability across all B2C and B2B communication platforms, including the following:-
- Social Media: Facebook, Twitter, Instagram
- Telephone
- Web Chat
- Email
- Salesforce CRM platform
- To achieve individual performance targets agreed with and set by the Group Customer Experience Manager
- Assist in the management of escalated customer complaints
- Develop customer rapport to defuse escalated complaints
- Advise customers of company policies and procedures
- Turn complaints into sales where possible
- Assist the Group Customer Experience Manager in keeping the Knowledge Bank up-to-date and ensuring everyone is briefed on any promotions / changes in a timely manner;
Social Media cover
- Respond to Customer Service queries on social platforms including Instagram, Facebook and Twitter.
- Maintain the comments on organic posts and paid ads, ensuring any queries or complaints are answered quickly and appropriately.
- Communicate with customers or potential customers using the appropriate brand wording and messaging.
- Interact with posts and fans of the brand; including liking comments, liking and commenting on posts. Engaging with customers daily.
- Direct queries to the appropriate contacts e.g. press enquiries, influencers etc.
The role also involves order processing, fraud checking and dealing with returns. There will be training provided and the company invest hugely into their employees.