Customer Care Advisor - Days

Naylor's Equestrian Llp; Rochdale; Hybrid; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Staff discount from Day 1

28 days holiday inclusive of Bankhols.

Discounted gym membership

Staff shop

Unlimited discount events and more

Job summary

JD plc is seeking a Customer Care Advisor to represent the brand across multiple channels, resolving customer queries and processing orders by phone. You will provide technical assistance, information on products and services, and ensure clear delivery expectations.

The role requires handling written communications and maintaining confidentiality while adapting to change in a fast-growing business. A proactive, customer-focused approach is essential for success.

Qualifications

• Previous experience in a customer service role is desirable.
• Ability to remain calm and focussed when dealing with challenging situations.
• Ability to work on own initiative and as part of a team.
• Confidentiality and compliance with legislation.
• Adaptable to change in a fast-growing business with 24/7 operation requirements.

Responsibilities

• Handle inbound customer inquiries via phone, email, social media and live chat; resolve product related questions, issues or complaints.
• Take orders by phone and set clear expectations on delivery timescales for telesales orders.
• Provide technical assistance to customers placing orders on the website.
• Provide product information and help customers reach informed purchasing decisions.
• Record reasons for customer contacts accurately and contribute feedback for process improvements.

Skills

Excellent PC skills

Excellent communicator

Positive manner

Can-do attitude

Job description

Job/Role Title:

Customer Care Advisor

Reporting to:

Customer Care Team Manager

Location:

Kingsway

Role Description

Role purpose and scope:

Positively represent the JD plc brand to our customers through multiple channels, by providing effective and efficient resolution’s to customer queries.

Dealing with inbound contact, by various channels including phone, email, social media and live chat; to resolve product related questions, issues or complaints both pre and post order.

Taking orders by phone and setting clear expectations on delivery timescales when processing telesales orders.

Providing technical assistance to customers placing orders on the website.

Provide assistance with product related questions, and helping our customers reach an informed decision on their purchases

Communicating information about the company’s products and services.

Dealing with written communication through email and post, as well as general administrative duties.

Accurately recording reasons for customer contacts.

Actively encouraging feedback from customers and providing recommendations for improvement to your line manager.

Constructively explaining processes and procedures when things occasionally don’t go to plan.

Person Specification

Previous experience in a customer service role is desirable.

You need to have the ability to remain calm and focussed when dealing with challenging situations.

Ability to work on own initiative and as part of a team.

Being creative and forward thinking in suggesting alternative solutions to resolve customer issues.

Understands the need for confidentiality and compliance with legislation.

Open and adaptable to change, as a fast-growing business we are constantly developing and improving our systems so the ability to quickly adapt is a must.

Flexible approach to working, as we need to cover a 24/7 operation.

Can-do attitude, accountable even when something is outside area of responsibility

Ability to provide good judgement, even in pressurised situations

Is a self-starter and self-sufficient

Excellent PC skills

Excellent communicator

Positive manner

What we offer:

• Staff discount from Day 1
• 28 days holiday inclusive of Bank holidays
• Discounted gym membership
• Staff shop
• Unlimited discount events and more