Customer Care Advisor

Net World Sports; Wrexham; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Health & Wellbeing

29 Days Annual Leave

Flexible Working Hours

Social Events

On-site facilities

Job summary

Net World Sports is seeking a dedicated Customer Service professional to handle multi-channel queries and deliver outstanding service across calls, emails and live chat.

You will build strong customer relationships, resolve issues efficiently and assist with orders, payments and shipping in a fast-paced environment. Flexible working hours and a supportive team are provided.

Qualifications

• Professional, charismatic and enthusiastic with energy to build great customer experiences.
• Ability to listen, think on the spot, propose solutions and build rapport with customers.
• Strong written and verbal communication with high attention to detail.
• Adaptable in a fast-paced, changing environment.
• Proficient in MS Word, MS Excel and Outlook.

Responsibilities

• Handle inbound calls, emails and live chat from customers and resolve queries promptly.
• Respond to enquiries across multiple channels including email, live chat, phone and marketplace messaging.
• Aim to resolve issues on first contact by gathering key information quickly.
• Provide helpful advice and support to ensure customers are satisfied and likely to return.
• Build relationships with customers, review orders, process payments, arrange shipping and advise on products.
• Collaborate with colleagues to spot trends and suggest product/service improvements.
• Carry out administrative duties including courier shipment preparation and processing.

Skills

Active listening

Customer service mindset

Communication skills

Adaptability

Tools

MS Word

MS Excel

Outlook

Job description

Our Customer Service team continually strive to deliver an excellent standard of service at all times and take a proactive and positive approach to ensure customer satisfaction. Our customers are the people who drive our business forward and fuel all future success, therefore their happiness is at the heart of everything we do.

As each one of our clients and queries are unique, we work hard to find solutions which will exceed all expectations and enhance our customer experience. Ultimately, we never want a customer to forget the fantastic experience they’ve had with us.

What You’ll Do

• Handle inbound calls, emails and live chat from customers and resolve their queries in a timely and professional manner. Respond to queries across all of product ranges and brands
• Manage and respond to enquiries across multiple customer communication platforms including email, live chat, phone and marketplace messaging systems
• Seek to resolve all issues efficiently on a first-time basis, being and active listener who can gather important information quickly in difficult circumstances
• Provide helpful advice and support to customers to ensure all their needs are met and that they are leaving happy to return and recommend us to friends and family
• Build relationships with customers and going the extra mile – review orders, take payments, arrange shipping and offering advice on different products
• Work alongside your supportive colleagues to spot and monitor trends in queries, collaborating with other departments to suggest ways of improving our products and services
• Carry out administrative duties, including courier shipment preparation and processing.

What You’ll Bring

• We are all about attitude at Net World Sports! You’ll need to be professional charismatic, enthusiastic, positive and have the energy to want to build fantastic customer experiences and relationships
• Ability to listen to issues, think on the spot, come up with solutions, initiate action and build rapport with customers
• Good communication skills – written and verbal, and a high attention to detail
• Adaptable – ability to thrive in a fast-paced, changeable environment
• Proficient in MS Word, MS Excel and Outlook

AM/PM (37.5 hours per week): Monday – Friday. Alternating weeks of 7:00AM – 3:30PM followed by 3:30PM – 12:00AM. Occasional weekend and bank holiday shifts to be communicated ahead of time.

What You’ll Get

• Health & Wellbeing– Workouts, Run Club, Nature Trail, Wellness Allowances, Gym Memberships, Golf Memberships & Mental Health Support
• 29 Days Annual Leave (Including Bank Holidays)- Increases with Length of Service
• Flexible Working Hours
• Social Events– Busy Schedule of Parties, Sports Tournaments, Charity Events & Lots More!
• TableTennis, Pool Tables & Sports Equipment in the Office
• Additional Benefits Available- Help toBuy Scheme, Cycle to Work Scheme, Discounted Travel Schemes & Lots More!
• Product Discount on Net World Sports & Affiliate Partner Products
• Subsidised On-Site Bistro- Serving Freshly Prepared Food Every Day for Breakfast & Lunch
• Employee Recognition- Bonus & Commission Schemes and Performance, Length of Service & Life Event Rewards
• Employee Support- Saving Schemes, Legal & Financial Advice, Parental Guidance

Our Values

• Go above and beyond: Get stuck in and show your passion!
• Ideas over hierarchy: If you have an idea, speak up! It doesn’t matter what role you’re in, we want everyone to shout about ways the business can develop and improve.
• Be bold, move fast: We value speed; we make fast decisions, trust our guts and get things done as efficiently as possible.
• Keep it simple: Don’t over-complicate it!
• Results driven: We embrace results that drive positive change, even if it means occasional failure. Mistakes are valuable as long as we learn from them and avoid repeating them.
• Growth: We’re a fast-growing business and we want our staff to grow with us.