At a Glance
- Tasks: Deliver top-notch customer service via phone, email, and live chat.
- Company: Join the UK's leading independent fragrance retailer in Trafford Park.
- Benefits: Earn £13.52/hour with full-time hours and a supportive team environment.
- Other info: Dynamic role with opportunities for growth and development in a vibrant workplace.
- Why this job: Make a real difference by helping customers find solutions and enhancing their experience.
- Qualifications: Previous customer service experience and strong communication skills are essential.
We are currently recruiting for a Customer Service Advisor for our Client based in Trafford Park, Manchester.
Working Hours: Full time, across Sunday to Saturday, between 8am and 9pm
Office based
Term to perm role
Pay: £13.52/h
A bit about the company: Established in 1994, Our client is the UK’s leading independent fragrance retailer. They offer a wide range of leading fragrance brands across the store estate, online, through the app and mobile site, and via customer service channels. As the business continues to grow, they remain focused on delivering a convenient, reliable and high-quality customer experience across every touchpoint.
Role Snapshot: Exciting opportunity for a Customer Service Advisor to join Customer Service team at Head Office in Trafford Park, Manchester. This role is focused on delivering excellent service and support to customers across a range of contact channels, including phone, email and live chat. The successful candidate will be a confident communicator, able to resolve queries efficiently, support customers with care and professionalism, and keep the customer at the centre of every interaction.
Responsibilities:
- Respond to a high volume of customer contacts across calls, emails and live chat, ensuring every customer receives a helpful, professional and timely response.
- Take ownership of customer queries from first contact through to resolution, keeping the customer informed and reassured throughout their journey.
- Listen carefully to customers, understand their needs and use sound judgement to identify the most appropriate solution.
- Resolve customer enquiries efficiently, empathetically and professionally, aiming to get things right first time wherever possible.
- Support customers with order queries, delivery updates, returns, refunds, exchanges, product information and general account enquiries.
- Investigate customer issues using internal systems, order history, carrier tracking information and relevant business processes to provide accurate and clear updates.
- Use problem-solving skills to remove barriers for customers, reduce repeat contact and deliver a fair and practical resolution.
- Manage customer expectations clearly and honestly, ensuring customers understand next steps, timescales and any actions required.
- Identify and escalate complaints, service failures, vulnerable customer concerns, recurring issues or complex cases where additional support is required.
- Collaborate with colleagues, store teams, warehouse teams, couriers and internal departments to resolve customer issues quickly and effectively.
- Accurately record customer contact, actions taken and agreed resolutions, ensuring customers do not need to repeat information unnecessarily.
- Process customer orders, amendments, refunds or replacement requests through the relevant internal systems where required and in line with company process.
- Capture customer feedback, recurring themes and process gaps, sharing insight with the wider team to help improve the customer experience.
- Support a consistent multi-channel customer service experience, ensuring tone, accuracy and quality are aligned across every customer touchpoint.
- Contribute to a positive and supportive team environment by sharing knowledge, helping colleagues and working together to deliver the best possible service for customers.
- Follow company policies, processes and data protection requirements when handling customer information and resolving queries.
Experience/Skills:
- Previous experience in a customer service role, ideally within a retail or contact centre environment.
- A strong customer focus with the ability to deliver helpful, professional and empathetic support.
- Excellent written and verbal communication skills.
- Confident using systems and accurately recording customer information.
- Organised, reliable and able to manage multiple customer queries at pace.
- Adaptable and flexible, with the ability to work across different contact channels and priorities.
- Able to work well under pressure while maintaining attention to detail and a positive customer experience.
If you are an experienced customer service professional we would love to hear from you.
Customer Service Advisor in Trafford Park employer: gap personnel
As the UK's leading independent fragrance retailer, our client offers a vibrant work environment in Trafford Park, Manchester, where employees are valued and encouraged to grow. With a strong focus on delivering exceptional customer service, the company fosters a supportive culture that prioritises teamwork and professional development, ensuring that every Customer Service Advisor has the opportunity to thrive in their role while enjoying competitive pay and flexible working hours.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor in Trafford Park
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at gap personnel. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like gap personnel before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Advisor in Trafford Park
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to gap personnel:Your cover letter is your chance to shine! Tell us why you want to work at gap personnel specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at gap personnel!
How to prepare for a job interview at gap personnel
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
