Customer Service Advisor

Planet Recruitment; South Oxfordshire; On-site; GBP 28,000 - 30,000; Full time

Job summary

Planet Recruitment are currently recruiting for a Customer Service Advisor to join a growing and international e-commerce business in Chalgrove, UK. You will be the main contact for UK customers via phone, email and chat, handling orders, deliveries, returns and technical support.

The role emphasizes ownership of cases, collaboration with Logistics, Warehouse, Sales and Technical Support, and maintaining service levels. Previous CS experience and strong communication are essential.

Qualifications

• Experience in customer service, customer support or technical support.
• Friendly, professional and customer-focused approach.
• Strong problem-solving skills and ownership of issues.
• Confident handling of challenging or complex enquiries.
• Good IT skills and experience with CRM or ticketing systems.
• Excellent organisational skills managing multiple enquiries.
• Experience in e-commerce or product-based business is advantageous.

Responsibilities

• Provide friendly, professional support via telephone, email and chat.
• Take ownership of enquiries from initial contact to resolution.
• Handle orders, deliveries, returns, refunds, complaints and technical queries.
• Investigate and resolve technical product questions using manuals and videos.
• Support VIP customers and installation partners when needed.
• Collaborate with Logistics, Warehouse, Sales and Technical teams to resolve issues.
• Record interactions accurately using CRM and ticketing systems.
• Maintain high service levels and response times.
• Identify improvements to customer service processes and resources.
• Support colleagues and contribute to the department's development.

Skills

Customer service

CRM systems

Problem solving

Communication

Multitasking

IT literacy

Tools

CRM software

Ticketing systems

Job description

Customer Service Advisor

Location: Chalgrove

Salary: £28,000-£30,000

Job Type: Permanent

Hours: 9am-5pm (Other patterns considered)

Planet Recruitment are currently recruiting for a Customer Service Advisor to join a growing and international e-commerce business.

This is a great opportunity for an experienced customer service professional who enjoys helping customers, solving problems and working as part of a busy team.

The Role

As a Customer Service Advisor, you will be a key point of contact for customers across the UK, providing a high level of service through telephone, email and online chat.

You will deal with a wide range of customer enquiries, taking ownership of each case from the initial contact through to resolution. The role will involve everything from order and delivery queries to returns, refunds, complaints and technical product support.

You will also work closely with internal teams including Logistics, Warehouse, Sales and Technical Support to ensure customers receive a quick and effective solution.

Key Responsibilities

• Provide friendly, professional and knowledgeable customer support via telephone, email and chat.
• Take ownership of customer enquiries from initial contact through to resolution.
• Deal with queries relating to orders, deliveries, returns, refunds, complaints and damaged goods.
• Investigate and resolve technical product queries using product information, manuals, images and videos.
• Provide support to VIP customers and installation partners when required.
• Work closely with Logistics, Warehouse, Sales and Technical teams to resolve customer issues.
• Accurately record customer interactions and case information using CRM and ticketing systems.
• Maintain a high level of customer service while working to agreed service levels and response times.
• Identify opportunities to improve customer service processes and procedures.
• Help maintain FAQs, support guides and other customer service resources.
• Support colleagues and contribute to the overall development of the customer service function.

About You

The successful candidate will ideally have:

• Previous experience in customer service, customer support or technical support.
• A friendly, professional and customer-focused approach.
• Strong problem-solving skills and the ability to take ownership of customer issues.
• The confidence to deal with challenging or complex customer enquiries.
• Good IT skills and experience using CRM, ticketing or customer management systems.
• Excellent organisational skills with the ability to manage multiple enquiries at the same time.
• Previous experience within e-commerce, retail or a product-based business would be advantageous.

INDCOM

Planet Recruitment acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers.

Planet Recruitment is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Planet Recruitment. Our Candidate Privacy Information Statement explains how we will use your information.

Only candidates with the relevant skills and experience will be contacted after application, if you do not hear back from us within 7 days you have unfortunately been unsuccessful in your application.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the position