Customer Service Advisor

Vintage Cash Cow; Leeds, South Norfolk; On-site; GBP 25,000; Full time

Job summary

A leading company in the reCommerce sector seeks a Customer Service Advisor to enhance customer experiences. The role involves engaging with customers, meeting KPIs, and contributing to team success. Ideal candidates are dynamic and passionate about customer service.

Qualifications

• Minimum 1 year’s experience in a contact centre or customer-focused role.
• Proficient with CRM systems and computer skills.

Responsibilities

• Deliver exceptional customer service via inbound and outbound communications.
• Meet individual and team KPIs aligned with business goals.

Skills

Communication

Negotiation

Team-oriented

Tools

CRM systems

Job description

Department: Customer Engagement

Location: Pure Offices, Leeds

Compensation: £25,000 / year

Description

About the team:

At Vintage Cash Cow, our Customer Engagement Centre (CEC) team is dedicated to delivering exceptional customer service by creating an excellent customer journey. We support our mission to revolutionise the buying and selling of vintage, valuable, and unique items. With a focus on reCommerce, reuse, and recycling, we promote responsible consumerism and sustainability. Backed by VC firms such as Dutch Founders Fund and Airbridge Equity Partners, we are scaling rapidly and making a positive global impact.

About the role:

As a Customer Service Advisor, you will be the voice of Vintage Cash Cow, engaging with our customers to ensure their experience is seamless and enjoyable. This role suits individuals who thrive in a dynamic environment and are passionate about delivering outstanding customer experiences. You will work to meet individual and team targets, contribute to continuous improvement initiatives, and help foster a high-performing, collaborative team culture.

Getting Started…

• Develop a strong understanding of our processes and systems.
• Engage warmly with customers through inbound and outbound calls, including welcome calls, booking collections, and addressing inquiries.
• Build trust by providing accurate information and resolving queries efficiently.
• Begin meeting KPIs while contributing to team goals and celebrating shared successes.

Establishing Your Impact…

• Consistently exceed daily and weekly targets, enhancing team performance and customer satisfaction.
• Deepen understanding of our customer base to tailor solutions and ensure positive experiences.
• Collaborate across departments to deliver a seamless customer journey.

Driving Excellence…

• Become a top performer, exceeding KPIs and demonstrating excellence in customer service.
• Support new team members and share best practices to foster team growth.
• Lead initiatives to improve team efficiency and customer satisfaction.

Key Responsibilities

• Deliver exceptional customer service via inbound and outbound communications.
• Support new customer sign-ups and assist with general service queries.
• Collaborate with other teams to ensure a consistent customer experience.
• Meet individual and team KPIs aligned with business goals.
• Contribute to a supportive, inclusive team environment.
• Develop skills continuously to adapt to evolving customer and business needs.

Skills, Knowledge, and Expertise

• Minimum 1 year’s experience in a contact centre or customer-focused role.
• Proficient with CRM systems and computer skills.
• Excellent communication skills, both written and verbal.
• Proven track record of meeting/exceeding KPIs.
• Skilled in objection handling and negotiation.
• Team-oriented with a collaborative approach.

Equal Opportunities

We are committed to fostering an inclusive environment where everyone feels valued and respected. We welcome applicants from all backgrounds and experiences, and encourage those who don’t meet every requirement to apply. We support adjustments during the hiring process and handle data in accordance with our Privacy Notice.