Customer Service Advisor: Empathetic Problem Solver

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

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