Customer Service Advisor

HR GO Recruitment; Hastings; Hybrid; GBP 27,000 - 33,000; Full time

Job summary

HRGO Recruitment are seeking an experienced Customer Service Advisor to join our Hastings-based client. You will be the first point of contact for customers and handle inquiries across multiple channels, ensuring a professional, positive service and timely responses.

This temporary maternity-cover role requires 2-3 years in customer service, experience with Zendesk and Office 365, and a proactive, detail-focused approach to resolving issues.

Qualifications

• 2-3 years' previous experience in a customer service or customer support role.
• Experience providing customer support across multiple channels, including email, phone, social media and live chat.
• Previous experience using Zendesk is highly desirable.
• Good knowledge of Office 365 and databases.
• Previous experience dealing with logistics or delivery partners.
• Strong written and verbal communication skills.
• Highly organised with excellent attention to detail.
• A thoughtful, patient and empathetic approach to dealing with customers.
• Analytical and inquisitive, with the ability to investigate issues and find practical solutions.
• Comfortable working in a fast-paced environment and managing multiple enquiries and priorities.
• A positive, helpful and solution-focused attitude.

Responsibilities

• Handle incoming customer calls, emails, social media messages and online chat enquiries, ensuring customers receive a timely and professional response.
• Take ownership of customer service tickets through Zendesk, ensuring enquiries are logged accurately and dealt with efficiently.
• Ensure queries are responded to within the required service levels.
• Investigate and resolve customer issues, including delivery queries, returns, refunds, faulty or incorrect items and order-related problems.
• Liaise with warehouse, logistics, returns, IT, product and other internal teams to resolve customer queries quickly and effectively.
• Work with logistics partners where required to investigate delivery and order issues.
• Monitor online systems and proactively identify and resolve problems affecting customers.
• Create draft orders and process specific refunds, goodwill vouchers, discounts and staff orders in line with company procedures.
• Keep customer helpdesk articles and online information up to date.
• Identify and report issues with online platforms to the relevant departments.
• Monitor customer satisfaction and contribute to regular customer service reporting.
• Assist with general office and administrative duties within the customer service department.
• Monitor and investigate high-risk orders and potentially fraudulent customer activity.
• Analyse customer service trends, including returns, logistics issues, faulty products and website information, and make recommendations for improvements.
• Work collaboratively with colleagues across the business to ensure a positive customer experience.

Skills

Multichannel support

Zendesk experience

Communication skills

Organised and detail oriented

Problem solving

Tools

Zendesk

Office 365

Databases

Logistics partners

Job description

Customer Service Advisor

Job Reference: AB140920261537

Call Centre and Customer Service Hastings, East Sussex £30000 per annum Temporary

Job Title: Customer Service Advisor

• Location: Hastings

• Salary: £30,000 p/a

• Job Type: Temporary - Maternity Cover

• Start Date: Early to Mid-November

• Duration: Maternity Cover

HRGO Recruitment are seeking an experienced and motivated Customer Service Advisor to join our client based in Hastings.

The successful candidate will play a crucial role within the customer service function, acting as the first point of contact for customers and ensuring they receive a professional, positive and efficient service. You will be responsible for handling customer enquiries across multiple channels, resolving issues promptly and working closely with internal departments to ensure a smooth customer journey.

This is an excellent opportunity for someone who is passionate about customer service, highly organised and enjoys working in a fast-paced environment.

General Duties:

• Handle incoming customer calls, emails, social media messages and online chat enquiries, ensuring customers receive a timely and professional response.

• Take ownership of customer service tickets through Zendesk, ensuring enquiries are logged accurately and dealt with efficiently.

• Ensure queries are responded to within the required service levels.

• Investigate and resolve customer issues, including delivery queries, returns, refunds, faulty or incorrect items and order-related problems.

• Liaise with warehouse, logistics, returns, IT, product and other internal teams to resolve customer queries quickly and effectively.

• Work with logistics partners where required to investigate delivery and order issues.

• Monitor online systems and proactively identify and resolve problems affecting customers.

• Create draft orders and process specific refunds, goodwill vouchers, discounts and staff orders in line with company procedures.

• Keep customer helpdesk articles and online information up to date.

• Identify and report issues with online platforms to the relevant departments.

• Monitor customer satisfaction and contribute to regular customer service reporting.

• Assist with general office and administrative duties within the customer service department.

• Monitor and investigate high-risk orders and potentially fraudulent customer activity.

• Analyse customer service trends, including returns, logistics issues, faulty products and website information, and make recommendations for improvements.

• Work collaboratively with colleagues across the business to ensure a positive customer experience.

Requirements:

• 2-3 years' previous experience in a customer service or customer support role.

• Experience providing customer support across multiple channels, including email, phone, social media and live chat.

• Previous experience using Zendesk is highly desirable.

• Good knowledge of Office 365 and databases.

• Previous experience dealing with logistics or delivery partners.

• Strong written and verbal communication skills.

• Highly organised with excellent attention to detail.

• A thoughtful, patient and empathetic approach to dealing with customers.

• Analytical and inquisitive, with the ability to investigate issues and find practical solutions.

• Comfortable working in a fast-paced environment and managing multiple enquiries and priorities.

• A positive, helpful and solution-focused attitude.

• Ability to work effectively as part of a small team and support with wider office duties when required.

Contact us:

• Email:[e-mail]
• Call:01233 722 401