Multichannel Customer Service Advisor (Zendesk) - Temp

HR GO Recruitment; Hastings; Hybrid; GBP 27,000 - 33,000; Full time

Job summary

HRGO Recruitment are seeking an experienced Customer Service Advisor to join our Hastings-based client. You will be the first point of contact for customers and handle inquiries across multiple channels, ensuring a professional, positive service and timely responses.

This temporary maternity-cover role requires 2-3 years in customer service, experience with Zendesk and Office 365, and a proactive, detail-focused approach to resolving issues.

Qualifications

• 2-3 years' previous experience in a customer service or customer support role.
• Experience providing customer support across multiple channels, including email, phone, social media and live chat.
• Previous experience using Zendesk is highly desirable.
• Good knowledge of Office 365 and databases.
• Previous experience dealing with logistics or delivery partners.
• Strong written and verbal communication skills.
• Highly organised with excellent attention to detail.
• A thoughtful, patient and empathetic approach to dealing with customers.
• Analytical and inquisitive, with the ability to investigate issues and find practical solutions.
• Comfortable working in a fast-paced environment and managing multiple enquiries and priorities.
• A positive, helpful and solution-focused attitude.

Responsibilities

• Handle incoming customer calls, emails, social media messages and online chat enquiries, ensuring customers receive a timely and professional response.
• Take ownership of customer service tickets through Zendesk, ensuring enquiries are logged accurately and dealt with efficiently.
• Ensure queries are responded to within the required service levels.
• Investigate and resolve customer issues, including delivery queries, returns, refunds, faulty or incorrect items and order-related problems.
• Liaise with warehouse, logistics, returns, IT, product and other internal teams to resolve customer queries quickly and effectively.
• Work with logistics partners where required to investigate delivery and order issues.
• Monitor online systems and proactively identify and resolve problems affecting customers.
• Create draft orders and process specific refunds, goodwill vouchers, discounts and staff orders in line with company procedures.
• Keep customer helpdesk articles and online information up to date.
• Identify and report issues with online platforms to the relevant departments.
• Monitor customer satisfaction and contribute to regular customer service reporting.
• Assist with general office and administrative duties within the customer service department.
• Monitor and investigate high-risk orders and potentially fraudulent customer activity.
• Analyse customer service trends, including returns, logistics issues, faulty products and website information, and make recommendations for improvements.
• Work collaboratively with colleagues across the business to ensure a positive customer experience.

Skills

Multichannel support

Zendesk experience

Communication skills

Organised and detail oriented

Problem solving

Tools

Zendesk

Office 365

Databases

Logistics partners

Job description

HRGO Recruitment are seeking an experienced Customer Service Advisor to join our Hastings-based client. You will be the first point of contact for customers and handle inquiries across multiple channels, ensuring a professional, positive service and timely responses.

This temporary maternity-cover role requires 2-3 years in customer service, experience with Zendesk and Office 365, and a proactive, detail-focused approach to resolving issues.