Customer Service Advisor

OSPREY LONDON; Great Gaddesden; On-site; GBP 23,000 - 30,000; Full time

Job summary

A British heritage leather goods brand is seeking a Customer Service representative to enhance customer experiences through exceptional service via phone and email. Responsibilities include resolving queries, providing product information, and building customer relationships. Ideal candidates will possess strong communication skills, a knack for negotiation, and a passion for the brand. Experience with customer service systems is a plus, as well as proficiency in Excel.

Qualifications

• Ability to communicate easily and effectively with customers.
• Experience in Customer Services systems is preferable but not essential.
• Computer literate with good knowledge of Excel.

Responsibilities

• Assist with all customer queries, including order enquiries and complaints.
• Resolve queries efficiently and ensure customer satisfaction.
• Build relationships with customers and enhance the customer experience.

Skills

Communication skills

Customer service orientation

Negotiation skills

Organizational skills

Computer literacy

Tools

Zendesk

Netsuite

Excel

Photoshop

Job description

The Company

We are a founder‑led and owned British heritage leather goods and accessories brand. Born 45 years ago we have been designers, manufacturers, wholesalers and retailers, and like our products, we hope we get better with age! Our new creative and operational home is based in our converted stables in beautiful Hertfordshire parkland. Needless to say, we don’t stand still - watch this space or better still join us and make your mark.

The role

Reporting to our Customer Services Supervisor, you will be responsible for delivering exceptional customer service over the phone and by email, ensuring our customers receive a great shopping experience that befits our luxury brand.

Where

Based at our Head Office in Great Gaddesden and our Distribution Centre in Hemel Hempstead as and when required. (office‑based role)

When

Monday – Friday 37.5 hours per week

Your character and skills will include

• An ability to communicate with customers easily and effectively, with strong negotiation skills.
• A love of dealing with people and keen to always deliver high levels of customer service whilst seizing sales opportunities.
• Enthusiastic and passionate about the brand; confident in sharing our story with customers.
• Highly organised with an ability to prioritise.
• Flexible attitude with an ability to implement solutions and cope well under pressure.
• Excellent written and verbal communication.
• Previous experience of Customer Services systems such as Zendesk and Netsuite is preferable but not essential.
• Computer literate with good knowledge of excel; basic knowledge of Photoshop would be an advantage.

Responsibilities will include

Customer Service

• Assist with all customer queries including order enquiries, faulty goods, returns, complaints, product information and personal shopping via phones, emails (Zendesk) and live chat.
• Resolve all queries quickly, efficiently with a satisfactory result for the customer within company standards.
• Ensure customer feedback is promptly communicated to the appropriate channels within the business.
• Provide support and comprehensive product information to customers representing our luxury brand.
• Build relationships with customers, assist them with making purchasing decisions and provide them with the service expected from a luxury brand.
• Look for cross‑selling opportunities to increase individual purchase value and overall sales.
• Always identify opportunities to enhance the customer experience and turn any dissatisfied customers into happy customers.

Web & mail order fulfilment

• Using your product knowledge and sales skills to introduce appropriate products to customers and confidently take their orders over the phone.
• Check payments and orders to ensure any fraudulent activity is dealt with appropriately to protect company from any losses.
• Produce/complete daily report of CS departmental statistics.
• Occasional liaison with other marketplace accounts regarding deliveries eg Next, Debenhams.
• Liaise with other teams regarding any trends or customer feedback on products.
• Manage all customer queries regarding returns, refunds, exchanges and replacements and liaise with the Returns team.
• Ensure customer returns are converted into an exchange wherever possible.

Other duties

• Provide support to other departments as required, including the Marketing Web team with loading products on the website and the Distribution Centre during peak times.