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For Companies At a Glance
- Tasks: Engage with customers via email, phone, and social media to resolve queries.
- Company: Join Forthglade, a rapidly growing company dedicated to outstanding customer service.
- Benefits: Enjoy flexible working hours, 25+ holidays, and a supportive team environment.
- Why this job: Be part of a passionate team that puts customers and their furry friends first.
- Qualifications: 1 year of customer service experience; love for dogs is a plus!
- Other info: Flexible start times and a chance to grow with the company.
The predicted salary is between 24000 - 36000 £ per year.
This is a vital role within our Customer Service team as we move into a new chapter in Forthglade's journey. Having seen very fast growth of the business, we have big plans for the future and this role will be key to ensuring that our customers remain at the heart of the business and will help to support the team to continue providing the outstanding level of service our customers have come to expect from us.
Hours: 5 days per week - 37.5 hours Monday – Friday flexible start and finish times - 8am-4pm/9am-5pm/10am-6pm
Reporting Into: Customer Service Manager
Holiday: 25+ Bank Holidays
Role Summary: This is a vital role within our Customer Service team as we move into a new chapter in Forthglade's journey. Having seen very fast growth of the business, we have big plans for the future and this role will be key to ensuring that our customers remain at the heart of the business and will help to support the team to continue providing the outstanding level of service our customers have come to expect from us.
Main Duties & Responsibilities:
- Respond to inbound queries from our customers across various platforms (email, telephone, social media included) maintaining the high quality of personal responses that we maintain as a team.
- Support our subscription customers through their experience with Forthglade giving them the best experience possible.
- Proactive outbound calling activity that supports our customers when affected by changes to our range, issues with their orders or to help provide additional insight to other areas of the business as needed.
- Help to monitor and provide insight into how our customers are engaging with us through other channels including Feefo (service & product reviews), Amazon (reviews) & any other channels as needed.
- Take ownership for dealing with complex customer queries and/or complaints from receipt to resolution – working with other areas of the business as necessary.
Skills & Personal Attributes:
- A genuine interest and love for dogs (this really helps in understanding our customers and being able to communicate with them effectively).
- A positive individual with a can-do attitude who isn’t averse to getting involved in providing support to the rest of the Customer Service team, Marketing Team and broader team as and when required.
Experience & Knowledge:
- A minimum of 1 year’s experience in a customer facing/customer service role. Experience in written and telephone Customer Service resolution would be an advantage.
- Good numeracy and literacy skills.
- Ability to communicate effectively with customers and internal team members.
- Ability to prioritize and maintain attention to detail. Must be trustworthy, reliable, and have a flexible approach to working hours.
Customer Service Agent employer: Forthglade Foods Limited
Contact Detail:
Forthglade Foods Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Agent
✨Tip Number 1
Familiarise yourself with Forthglade's products and services, especially those related to dog care. This knowledge will help you connect with customers and demonstrate your genuine interest in their needs during any interactions.
✨Tip Number 2
Practice your communication skills by engaging in role-play scenarios with friends or family. This can help you prepare for handling complex customer queries and complaints effectively, showcasing your problem-solving abilities.
✨Tip Number 3
Stay updated on customer service trends and best practices. Being knowledgeable about the latest tools and techniques can give you an edge when discussing how you would contribute to maintaining high service standards.
✨Tip Number 4
Network with current or former employees of Forthglade through platforms like LinkedIn. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during interviews.
We think you need these skills to ace Customer Service Agent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service roles. Emphasise any specific achievements or skills that align with the responsibilities mentioned in the job description, such as handling complex queries or providing outstanding service.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your love for dogs, as this is crucial for understanding Forthglade's customers. Mention how your previous experiences have prepared you for this role and how you can contribute to their team.
Highlight Relevant Skills: In your application, clearly outline your communication skills, attention to detail, and ability to work flexibly. Provide examples of how you've successfully managed customer interactions in the past, especially in challenging situations.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are key attributes for a Customer Service Agent.
How to prepare for a job interview at Forthglade Foods Limited
✨Show Your Passion for Dogs
Since this role involves interacting with customers who love dogs, make sure to express your genuine interest in pets during the interview. Share any personal experiences or stories that highlight your connection with dogs, as this will resonate well with the hiring team.
✨Demonstrate Your Customer Service Skills
Prepare examples from your previous customer service roles where you successfully resolved complex queries or complaints. Highlight your ability to maintain a positive attitude and provide outstanding service, as this is crucial for the position.
✨Familiarise Yourself with Forthglade
Research Forthglade's products, values, and customer engagement strategies. Being knowledgeable about the company will not only impress the interviewers but also help you tailor your responses to align with their mission of putting customers at the heart of the business.
✨Practice Effective Communication
Since the role requires communication across various platforms, practice articulating your thoughts clearly and concisely. You might be asked to role-play a customer interaction, so being able to communicate effectively will showcase your suitability for the role.
