Customer Service Admin

Bagnall Hopkins Recruitment; Wakefield; On-site; GBP 20,000 - 28,000; Full time

Job summary

A leading recruitment agency is offering a position for a Customer Service Administrator in Wakefield. The ideal candidate will provide exceptional service to both business and consumer customers, handling queries and improving the customer experience. Applicants should possess excellent communication skills, empathy, and a proven track record in e-commerce support.

Qualifications

• Exceptional written and verbal communication skills.
• Ability to adapt responses to the audience.
• Experience in e-commerce is desirable.

Responsibilities

• Address customer queries and enhance the customer experience.
• Process customer refunds/exchanges and maintain order tracking.
• Provide accurate reports on customer contact KPIs.

Skills

Communication

Empathy

Adaptability

Job description

4 Days office based 1 Day Home Based (after probation)

My client is seeking a Customer Service Administrator to join their e-commerce team. You will be responsible for providing an exception customer service to your customers (business to business and business to consumers)

On daily basis you will be responsible for:

• Address customer queries, resolve issues, provide in-depth knowledge of the product offering, and identify ways in which to enhance the customer experience. Act as an ambassador of the business and the brand throughout all communication.
• Provide a best-in-class customer experience on all customer-related queries; delivery hiccups, product insight questions, product concerns, and website navigation provide some examples
• Be an ambassador for the business as the primary contact for customer enquiries around product and brand questions generated via the company website
• Investigate, resolve, and accurately record the customer experience whilst considering brand impact and customer perception at all times
• Represent our strong customer beliefs to organisations all over the world to ensure that if something has gone wrong, it is dealt with as little customer impact as possible
• Ownership of customer order progression, liaise with internal logistics and QA departments as needed
• Maintain order tracking
• Process customer refunds/exchanges and any resulting issues
• Provide accurate and timely reports on customer contact KPI’s upon which management decision-making can be based
• Log and report customer non-conformances in an accurate and timely manner upon which management decision-making can be based. Provide recommendations as appropriate

Key Skills and Experience Required

• Exemplary communication skills; written and verbal
• Ability to adapt to the audience in written responses to the customer
• Evidence of customer empathy to understand issue resolution from the customer’s perspective
• Proven track record of dealing with an e-commerce led offering is desirable

This vacancy is being advertised on behalf of Bagnall Hopkins Recruitment who is operating as an employment agency/business. Your application will be sent to one of our consultants for review, at which stage we will be in touch to discuss your details further. If you do not hear from us within 48 hours your application has not been successful.

We will not submit your CV until you have been briefed on the position and we have your consent to do so.

Both Bagnall Hopkins and our clients promote a policy of equal opportunities.

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