Customer Service Advisor

GEM Partnership; Murton; On-site; GBP 21,000 - 26,000; Full time

Job summary

Gem Partnership Ltd is recruiting a Customer Service Advisor for their Seaham team. You will support customers via phone, email, and live chat, handling enquiries, orders, and returns with accuracy and a friendly, proactive approach.

The role follows a 2-week rota, with hours spanning 8am to 5:30pm in week 1 and 8am to 4:30pm in week 2, Monday to Friday. You will report to the Customer Service Manager and play a key part in upholding swift, thorough service and customer satisfaction while

Qualifications

• Previous experience in a customer focused environment
• Positive energy and willingness to go the extra mile for customers
• Strong teamworking abilities and collaboration
• Confident in handling inquiries and resolving issues
• Clear and empathetic communication
• Ability to manage workload and prioritise effectively

Responsibilities

• Prioritise and process customer queries and requests submitted by telephone, email, live chat or social media
• Investigate and resolve customer complaints with patience and empathy, aiming for first point of contact resolution
• Communicate with customers about orders, including delays or changes in delivery
• Cancel and refund customer orders when requested
• Coordinate with courier services regarding late or missing deliveries
• Help customers register online and process orders through the website
• Assist customers with product queries and availability, offering substitutes when appropriate

Skills

Customer service

Communication

Empathy

Teamwork

Organisational skills

Job description

Our client in Seaham is looking for a Customer Service Advisor to join their team.

Reporting to the Customer Service Manager, you will work within their Customer Service Department to provide advice and guidance to customers.

You will be the voice of their organisation. As such, this role best suits upbeat and self-motivated individuals for whom attention to detail and accuracy are key. As they strive for the timely and thorough handling of enquiries and returns, it is important that you have the organisational skills and the ability to effectively prioritise your workload.

This is a full-time position on a 2 week rota.

The week 1 rota will be Monday to Friday 8am to 5:30pm with the week 2 rota being Monday to Friday 8am to 4:30pm.

Key Duties & Responsibilities

• Prioritise and process customer queries and requests submitted by telephone, email, live chat or social media
• Investigate and resolve any customer complaints with patience and empathy, always aiming to reach resolution at first point of contact
• Communicate with customers about their orders, including any delays or changes in delivery
• Cancel and refund customer orders when requested
• Communicate with courier services in regards to late or missing deliveries
• Help customers to register online and process their orders through the website
• Assist customers with product queries
• Check product availability for customer orders, offering suitable substitutes for out of stock items where appropriate.

Skills & Experience

• Previous experience of working in a customer focused environment
• Positive energy - willing to go the extra mile for each and every customer
• Team spirit - great customer service relies on effective teamwork
• Confidence - they are looking for people's people who can establish common ground, remain calm under pressure and work towards positive outcomes with confidence
• Sparkling telephone manner - customers must feel like you can relate to them with empathy through clear and effective communication

Due to the high volume of applications we receive, we are unable to contact every candidate individually. If you do not hear from us within 7 days of submitting your application, please assume that you have not been shortlisted on this occasion.

We are committed to fair, consistent, and inclusive recruitment practices, and all applications are reviewed in line with relevant employment legislation and our equal opportunities principles.

This vacancy is being advertised on behalf of Gem Partnership Ltd who are operating as an employment agency.