Customer Service Advisor

CMO Superstores Ltd; Plymouth; On-site; GBP 34,440,000 - 41,328,000; Full time

Benefits offered by this job

Monthly team bonus based on target EGP

Extra day off every fortnight

Employee Assistance Programme

Cycle to work scheme

Medicash

On-site parking

Company events

Competitive holiday allowance

Job summary

CMO SUPERSTORES Ltd in Plymouth is seeking a Customer Service Advisor to handle after-sales enquiries across online channels, including chat, phone and email. You will provide high-quality service, resolve issues, and support customers within defined SLAs while liaising with suppliers and internal teams.

The role is permanent, full-time, offering £13.40 per hour with a structured alternating pattern of hours across fortnights.

Qualifications

• Good telephone manner and clear written English.
• Experience in a customer service role.
• Able to absorb new information quickly and work to targets.

Responsibilities

• Handle routine and specialist after-sales enquiries via chat, phone or email.
• Escalate issues to Team Manager or Senior Advisor when needed.
• Maintain notes in the database with follow-up dates.
• Collaborate with suppliers and internal teams to resolve concerns.
• Ensure work is completed within SLA and manage multiple tasks.

Skills

Telephone manner

Communication

Team player

Problem solving

Target driven

Job description

Contract Type: Permanent

Location: Plymouth

Salary: £13.40 per hour

Hours: Full-time, 67.5 hours per fortnight (on an alternating pattern of 37.5 hours per week and 30 hours the next week)

Join one of the biggest and most respected national eCommerce successes in our industry. CMO SUPERSTORES Ltd is an online supplier of building materials, sold across multiple specialist eCommerce stores. We are seeking self-motivated, organised and experienced Customer Service Advisors to join our team based at our head office in Plymouth.

The position of the Customer Service Advisor involves handling routine and specialist after-sales enquiries in a friendly and supportive manner. Your presence will be vital to our business as you provide support and assistance to our valued customers. Your main responsibility is to provide the highest level of customer service through various channels such as online chat, phone, or email. This position involves direct interaction with customers in a sales and service environment, where specific targets are set to help achieve organisational goals. In addition to communication with customers, you will also collaborate with suppliers and other departments to address customer concerns.

Responsibilities

• Act as first point of contact for the company, dealing with routine and specialist enquiries in a pleasant and helpful manner, communicating relevant information to colleagues or referring to others as appropriate
• Liaising with suppliers, as required, to work through customer issues
• Help promote the company through a positive attitude while engaging with our customers, colleagues and suppliers
• Escalate customer issues to the Team Manager or Senior Advisor
• Ensure work is completed within SLA’s
• Maintain and follow up on ongoing issues
• Follow all processes accurately
• Be reactive and well organised with demonstrable ability to prioritise and effectively complete multiple tasks
• Entering accurate notes into a database, including dates for follow up calls
• Develop and retain product knowledge by attending supplier training events
• Work collaboratively by sharing ideas, knowledge and resources
• Undertake any further relevant research, development or training as required
• As and when, there will be a requirement for you to support other teams with tasks that may not be directly related to your day to day responsibilities. You will be expected to manage these within your workload

CMO SUPERSTORES Ltd is an equal opportunities employer.

A note to all applicants – CMO SUPERSTORES Ltd is unable to offer sponsorship of any kind

Requirements

• Good telephone manner
• Friendly and tactful personality
• Experience of similar customer service role
• Computer literate with a high standard of written and spoken English
• Ability to absorb new information quickly
• Problem solving skills
• Ability to work to targets
• Team player with a ‘can do’ approach
• Communicates effectively with others
• Trustworthy and reliable time keeper

Benefits

• Monthly team bonus based on target earnings
• Extra day off every fortnight
• Employee Assistance Programme
• Cycle to work scheme
• Medicash
• On-site parking
• Company events
• Competitive holiday allowance