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Peterborough

    Customer Service Adviser - Peterborough, United Kingdom - Yours Clothing Limited

    Yours Clothing Limited
    Yours Clothing Limited Peterborough, United Kingdom

    Found in: Talent UK C2 - 2 days ago

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    Description

    What is the role

    Protecting and enhancing revenue through delivering first class, timely customer service from all methods of customer contact. Working within a busy, vibrant department this role will encompass all aspects of 'Front Line Customer Service', including complaint handling, problem solving and management of online customer reviews.

    What you will do

    • Message handling within agreed current service level delivering first-time resolution for customer queries in line with policies & procedures
    • Handling incoming calls within agreed service level and standards with an aim of first-time resolution, delivering all the customer needs in line with Policies and procedures
    • Return communications with customers within agreed timescales to ensure full resolution of customer queries and issues
    • Investigating and escalating customer issues when appropriate to enable effective resolution and continuous improvement
    • Utilising available systems for tracking, information gathering, troubleshooting and communication
    • Liaise with internal departments and third parties such as couriers for resolution of customer issues
    • Effectively handle any customer complaints through to resolution, ensuring all key stakeholders are informed
    • Taking payments and issuing refunds taking all necessary steps to secure confidentiality of customer data at all times
    • Day to day administration and system updates
    • Contributing to the continuous improvement of customer service by suggesting and assisting with improvements in processes, procedures and ways of working and delivering customer communications

    What you will bring

    • Customer service skills – relationship management and putting the customer first
    • Problem solving and 'can do' approach
    • Attention to detail – meticulous, thorough and right first time mentality
    • Time management
    • Ability to prioritise workloads
    • Self-motivated and proactive approach to tasks
    • Willing to learn and able to work under pressure
    • A strong commercial outlook & keen business sense
    • Excellent organisational skills
    • Ability to work to tight deadlines
    • Good English & communication skills
    • Proven ability to work well within a team and to use own initiative
    • Proven record of good attendance and flexibility
    • An energy and enthusiasm to succeed
    • Ability to adapt to frequent change within a high pressure environment
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