Customer Care Advisor

The Range; Plymouth; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading company in the retail sector seeks a Customer Care Advisor for their Head Office in Plymouth. The successful candidate will enhance customer experience by managing social media inquiries, ensuring prompt responses and maintaining the brand's online presence. Ideal for a pro-active individual with a passion for social media and strong communication skills.

Qualifications

• Expérience préalable dans le service client requise.
• Passion pour les réseaux sociaux et compréhension de leur utilisation par les marques.
• Capacité à travailler de manière autonome et en équipe.

Responsibilities

• Évaluer les contacts clients entrants via les réseaux sociaux.
• Résoudre et actionner les enquêtes en conformité avec la politique de l'entreprise.
• Enregistrement précis des détails des clients dans le CRM.

Skills

Customer Service

Social Media

Communication

Attention to Detail

Analytical Skills

Tools

Microsoft Office

Job description

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We are a Sunday Times Top Track 100 company and one of the UK 's fastest growing privately owned companies. The Range has grown enormously since its inception in 1989, and now has over 200 stores nationwide. People are at the heart of our retail concept, and we want to invest in our staff and make the future extraordinary.

As a result of our expansion plans, and our continued ongoing success we are seeking a dynamic Customer Care Advisor to be based at our Head Office in Plymouth.

About the Role:

We are seeking a proactive and customer-focused individual to support our Customer Services and Social Media departments. This role involves delivering timely and accurate information to our social media audience while maintaining the highest standards of customer care.

Responsibilities:

• To assess incoming customers contacts via our social media marketing posts and identify if enquiry relates to an open case or needs to be responded to as a new contact.
• Resolve incoming customer posts to the department and action in line with company policy and Trading Law.
• Responsible for the “tone” of the groups brand and online profile
• Continually assess processes and innovate to find better ways to communicate with our customers
• Through effective interaction and communication with colleagues, identify customers’ needs and deduce the appropriate course of action to resolve expediently
• Accurate recording and data entry of customer details on to the CRM. (where applicable)
• Prioritise workload to ensure that all Social Media enquiries can be handled in line with designated time scales.
• Keep accurate records of personal performance against set KPI’s
• Liaise with Customer Services Management Team for best approach when solutions are unclear

Person Specification:

• Previous experience in customer service,
• A passion for social media and an understanding of how brands use these channels
• Able to work independently and part of a team,
• Attention to detail and analytical skills,
• Able to think outside of the box to resolve customer queries,
• Proficient with Microsoft office
• Excellent communication skills, both written and oral