Customer Experience & Claims Specialist

Interaction Recruitment Group; London Borough of Harrow; Sur place; GBP 24 000 - 30 000; Plein temps

Résumé du poste

Interaction Recruitment Group in London is seeking a Customer Service Advisor to handle incoming inquiries by phone and email, assist with order updates, and resolve service or product issues.

You will act as a liaison between customers, courier partners, and suppliers, ensuring queries are tracked through to resolution and credits are processed where needed. The role emphasizes accuracy, empathy, and proactive problem solving.

Qualifications

• Excellent written and verbal English with a clear, polite telephone manner.
• High level of accuracy when checking order details, processing claims, and maintaining record logs.
• Resourceful and proactive in following up on outstanding issues until fully resolved.

Responsabilités

• Provide polite, professional support to customers across incoming phone calls and email queries.
• Resolve standard enquiries regarding product availability, order status, sizing, and delivery updates.
• Handle complaints and complex issues with a calm, solution-oriented approach.
• Communicate directly with courier partners to trace missing packages, investigate delivery exceptions, and file claims for lost or damaged consignments.
• Coordinate with couriers and suppliers regarding product warranty claims, repair statuses, or replacement authorizations.
• Diligently track, log, and follow up on supplier/courier claims to ensure credits or reimbursements are completed.
• Assist the warehouse and logistics teams with delivery discrepancies, incorrect items, and inventory checks.
• Process order amendments, cancellations, returns, and refunds accurately in line with company policies.
• Maintain precise notes and accurate customer records within our system.

Connaissances

Communication

Attention to detail

Problem solving

IT literacy

Team player

Sports knowledge

Outils

Ticketing platforms

E-commerce systems

Office software

Description du poste

Interaction Recruitment Group in London is seeking a Customer Service Advisor to handle incoming inquiries by phone and email, assist with order updates, and resolve service or product issues.

You will act as a liaison between customers, courier partners, and suppliers, ensuring queries are tracked through to resolution and credits are processed where needed. The role emphasizes accuracy, empathy, and proactive problem solving.