Customer Service Advisor - Delivery

Join us as a Customer Services Advisor at our Head Office earning a salary of £26,350 per annum with a discretionary bonus scheme from day one where you could expect to earn an additional £1,400 per annum. What we are also offering the Customer Service Advisor… * Bonus. * Pension scheme. * 37.5 hours per week – but get paid for 40! Enjoy a full paid 30-minute lunch break each day. * Generous staff discount (following probation). * 29 days holiday per year (including bank holidays). * Free on-site car parking. * Personal use of in-store equipment after hours. * Full on the job training. * Free tea & coffee. * Working within a small friendly team. A Customer Service Advisor at Fitness Superstore, will… – Provide Excellent Customer Service: Deliver outstanding service to both internal and external customers, always ensuring a positive experience. – Handle Inbound and Outbound Calls: Manage inbound calls and proactively make outbound calls to customers, offering updates and support regarding their order status. – Order Processing: Efficiently process customer orders working alongside our fraud checks – Coordinate with 3rd Party Companies: Liaise with third-party service providers to ensure smooth order fulfilment and service delivery. – Customer Support: Answer customer enquiries via phone, email, and live chat using Zendesk, offering support and information about their orders, products, and services. – Carrier Reports & Claims: React promptly to carrier reports, investigate delivery issues, and process carrier claims for lost or damaged items. – Achieving Delivery Goals: Work towards company deadlines to ensure timely next-day deliveries, addressing any potential delays and finding resolutions where necessary. – Warehouse Collaboration: Collaborate with the warehouse team to ensure smooth order fulfilment and resolve any shipping-related concerns. – Platform Management: Use various portals such as Amazon, eBay, PayPal, and Klarna to manage orders, process payments, and provide customer support through these platforms. – Complaint Resolution: Address and resolve customer complaints effectively, ensuring a positive outcome for the customer while maintaining company standards. Working 37.5 hours per week Monday to Friday (either 08:00 – 16:00, 09:00 – 17:00 or 10:00 – 18:00). Weekends on a shift basis (1 in 3). However, due to the needs of the business this may change to either a 1 in 2 basis or a 1 in 4 basis therefore, allowing time with your family and friends. (Weekend hours would be Saturday 09:00 – 17:00, Sunday 11:00 – 14:00). The successful Customer Service Advisor will have… – Have at least 12 months experience within a customer service office-based environment. – Great communication skills as you will be dealing with customer queries whether face-to-face and over the phone. – The ability to work in a pressurised environment with experience of juggling multiple tasks simultaneously. – The ability to be a team player. – Excellent attention to detail. – Computer literate skills including Excel, Word, and Outlook. – Strong communication skills, both written and verbal, with a professional and friendly manner. – Experience with customer service platforms, particularly Zendesk, is a plus. – Ability to process orders, handle fraud checks, and resolve delivery issues efficiently. – Familiarity with online selling platforms such as Amazon, eBay, PayPal, and Klarna , an advantage but full training will be given – Excellent organizational skills with the ability to work under tight deadlines and manage workload. – A proactive, flexible , solution-oriented attitude and a passion for delivering exceptional customer service