Customer Service Agent

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.

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