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- Tasks: Be the first point of contact for our e-Commerce business and manage customer communications.
- Company: Join a dynamic team at our Head Office in London.
- Benefits: Starting salary of £26,000, with opportunities for growth and development.
- Other info: Work in a supportive environment with a focus on teamwork and integrity.
- Why this job: Make a real impact by delivering top-notch customer service and resolving queries.
- Qualifications: Experience in customer service, especially in digital retail, is preferred.
The predicted salary is between 26000 - 26000 £ per year.
LOCATION: Head Office, Moorgate, London
CONTRACT: Permanent, Full-Time
HOURS: 35 hours over 5 days per week (Monday - Friday working)
PAY RATE: Starting at £26,000 per annum
JOB OVERVIEW
We have an exciting opportunity to be the first point of contact for our growing e-Commerce business. This is a key role with a 360 view on all aspects of order management and fulfillment. Are you confident, passionate and proactive? Do you pride yourself on delivering a first class customer service? If so this could be the role for you...
KEY RESPONSIBILITIES
- Customer Journey
- Own all e-mail and telephone communication.
- Manage communication/feedback and messaging on social media channels.
- Timely resolution of all queries and complaints whilst managing customer expectations to reduce instances of excessive re-contact.
- Support our customers and develop a depth of understanding & affinity for our products and ranges.
- Escalate complaints and claims to the relevant member of management when necessary.
- Maintain and regularly update online FAQ pages to enable customers to resolve queries without the need to make contact.
- Achieve and sustain a high standard of response times and response rates, improving customer satisfaction and reducing occurrences of re-contact.
- Ensure that all customer data is processed in a manner that is compliant with GDPR requirements.
- Work collaboratively with e-commerce team and other areas of the business to build key relationships.
- Facilitate telephone & remote payments services.
- Investigate and resolve delivery issues.
- Work closely with the warehouse team, to support refund & credit processing.
- Manage & investigate payment disputes.
- Identify and monitor potential fraudulent customer activity, escalating to the e-Commerce Manager when appropriate, to protect the profitability of the business.
- Investigate and take all possible action to resolve complaints regarding the delivery of online orders from Royal Mail, DPD, Doddle and any other 3rd party service provider.
This is not an exhaustive list and in the interests of the day to day operation of the business the successful candidate may be required to carry out work that is not detailed in this job description.
SKILLS & KNOW-HOW
- Ideally working in a customer service role, with at least 12 months’ experience of customer service within a digital retailing environment.
- Familiar with managing customer payment through payment gateways such as Sage Pay and PayPal.
- Familiar with working with 3rd party logistics suppliers such as Royal Mail and DPD.
- Experience with Magento would be a benefit.
- Has an intermediate user of MS Office, specifically Outlook and Excel.
- Attention to detail with top-notch written and verbal communication skills.
BEHAVIOURS
- A great communicator and problem solver.
- Empathetic and able to understand and respond to the root cause of each customer complaint.
- Looking to work within a small team, within a non-hierarchical organization.
- Able to demonstrate high levels of integrity, trust and ownership.
- Personal resilience and able to act on own initiative.
Customer Service Advisor, Head Office London, FT 35hrs p/w employer: Apricotonline
Contact Detail:
Apricotonline Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor, Head Office London, FT 35hrs p/w
✨Tip Number 1
Get to know the company! Research their values, products, and customer service approach. This will help you tailor your responses during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Since you'll be the first point of contact for customers, it's crucial to sound confident and friendly. Role-play common customer scenarios with a friend to get comfortable with handling queries.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider knowledge about the company culture and might even lead to a referral!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're proactive and really want to join our team.
We think you need these skills to ace Customer Service Advisor, Head Office London, FT 35hrs p/w
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your customer service experience, especially in e-commerce, to show us you’re the right fit for the role.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re passionate about customer service and how you can contribute to our team. Share specific examples of how you've resolved customer issues in the past.
Show Off Your Communication Skills: Since this role involves a lot of communication, make sure your application is clear and well-written. We want to see your attention to detail and your ability to convey information effectively.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Apricotonline
✨Know the Company Inside Out
Before your interview, take some time to research the company and its e-commerce business. Understand their products, values, and customer service approach. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Showcase Your Customer Service Skills
Prepare specific examples from your past experiences where you've successfully resolved customer issues or improved customer satisfaction. Highlight your problem-solving skills and how you can bring that expertise to the role of Customer Service Advisor.
✨Practice Common Interview Questions
Anticipate questions related to customer service scenarios, such as handling complaints or managing difficult customers. Practising your responses will help you feel more confident and articulate during the interview.
✨Demonstrate Your Communication Skills
Since this role involves a lot of communication, be sure to showcase your written and verbal skills during the interview. Speak clearly, listen actively, and don't hesitate to ask clarifying questions if needed. This will reflect your ability to manage customer interactions effectively.