Customer Experience Advisor – E‑commerce Support

Planet Recruitment; Chalgrove; On-site; GBP 28,000 - 30,000; Full time

Job summary

Planet Recruitment are recruiting a Customer Service Advisor to join a growing international e-commerce business based in Chalgrove. The successful candidate will handle customer inquiries by phone, email and online chat, taking ownership from initial contact to resolution.

You will deal with orders, deliveries, returns, refunds and technical product queries, working closely with Logistics, Warehouse, Sales and Technical Support to provide quick, accurate solutions while maintaining service

Qualifications

• Previous experience in customer service, customer support or technical support.
• Good IT skills and experience using CRM, ticketing or customer management systems.
• Excellent organisational skills with the ability to manage multiple enquiries at the same time.

Responsibilities

• Provide friendly, professional and knowledgeable customer support via telephone, email and chat.
• Take ownership of customer enquiries from initial contact through to resolution.
• Deal with queries relating to orders, deliveries, returns, refunds, complaints and damaged goods.
• Investigate and resolve technical product queries using product information, manuals, images and videos.
• Provide support to VIP customers and installation partners when required.
• Work closely with Logistics, Warehouse, Sales and Technical teams to resolve customer issues.
• Accurately record customer interactions and case information using CRM and ticketing systems.
• Maintain a high level of customer service while working to agreed service levels and response times.
• Identify opportunities to improve customer service processes and procedures.
• Help maintain FAQs, support guides and other customer service resources.
• Support colleagues and contribute to the overall development of the customer service function.

Skills

Customer service

CRM

Ticketing systems

Organisational skills

Problem solving

Tools

CRM systems

Ticketing systems

Job description

Planet Recruitment are recruiting a Customer Service Advisor to join a growing international e-commerce business based in Chalgrove. The successful candidate will handle customer inquiries by phone, email and online chat, taking ownership from initial contact to resolution.

You will deal with orders, deliveries, returns, refunds and technical product queries, working closely with Logistics, Warehouse, Sales and Technical Support to provide quick, accurate solutions while maintaining service