Online Customer Retail Advisor – Hybrid

South West Recruitment; Liss Forest; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Hybrid working after training

On-target bonus £2,400 per annum

Comprehensive initial training

Supportive team environment

Job summary

South West Recruitment Ltd is recruiting for Customer Service Consultants to join a busy contact centre for a premium retail brand. You will handle calls, emails and live chat, supporting customers from order to delivery with a high standard of service.

Full training will be provided, with ongoing coaching and the role offers hybrid working once fully trained and a supportive team environment to develop your customer service career.

Qualifications

• Experience in customer service or contact centre.
• Excellent verbal and written communication skills.
• Strong IT skills including Word, Excel and Outlook.

Responsibilities

• Handle inbound customer service calls.
• Respond to customer enquiries by email and live chat.
• Assist customers with placing new orders.
• Provide information and recommendations on products and services.
• Resolve order, product, delivery and despatch queries.
• Make outbound calls to follow up enquiries.
• Troubleshoot problems and find solutions for customers.
• Maintain multiple live chat conversations with accuracy.

Skills

Customer service

Communication skills

Telephone manners

Email and live chat

Problem solving

Attention to detail

IT skills (Word, Excel, Outlook)

Job description

Job Type: Full Time
Salary: £26,624 per annum / £12.80 per hour
Bonus: On-target bonus of £2,400 per annum
Hours: Full-time, working on a rotating shift pattern, hybrid working once fully trained.

Monday - Friday: Shifts between 8.30am - 7.00pm
Saturday: Shifts between 8.30am - 5.00pm
Sunday: 9.00am - 5.00pm during the Christmas peak period only

Weekend working is on a rota basis, with two days off in lieu when working a weekend.

We are recruiting for Customer Service Consultants to join a busy customer contact centre supporting a well-known premium retail brand.

This is an excellent opportunity for someone with strong customer service and communication skills who enjoys helping people and providing a genuinely high level of service.

You will communicate with customers across a variety of channels including telephone, email and live chat, assisting with everything from new orders and product enquiries through to deliveries and resolving problems with existing orders.

Full training will be provided before you begin handling live customer enquiries, with ongoing support and development thereafter.

The Role

As a Customer Service Consultant, you will be responsible for providing friendly, professional and personalised support to customers across multiple communication channels.

Your duties will include:

• Handling inbound customer service calls.
• Responding to customer enquiries by email and live chat.
• Assisting customers with placing new orders.
• Providing information and recommendations on products and services.
• Resolving order, product, delivery and despatch queries.
• Making outbound calls to customers when required to follow up enquiries.
• Troubleshooting problems and finding appropriate solutions for customers.
• Managing multiple live chat conversations whilst maintaining accuracy and service quality.
• Maintaining a professional and engaging communication style across all customer interactions.
• Working towards individual and team quality, service and performance targets.
• Recording customer information accurately on internal systems.
• Supporting colleagues and other areas of the customer service team during busy periods.

The Ideal Candidate

We are looking for someone who has:

• Previous experience within customer service, retail, hospitality, contact centre or a similar customer-focused environment.
• Excellent verbal and written communication skills.
• A confident and professional telephone manner.
• Strong email and live chat skills.
• The ability to communicate with customers in a friendly, empathetic and helpful manner.
• Good problem-solving skills and the confidence to resolve customer queries.
• Excellent attention to detail.
• Good IT skills, including Microsoft Word, Excel and Outlook.
• The ability to work towards service levels and performance targets.
• A positive, enthusiastic and customer-focused attitude.
• The ability to remain organised and effective during busy periods.

Previous contact centre experience would be advantageous, but candidates from other strong customer service backgrounds are also encouraged to apply.

What's on Offer

• £26,624 per annum / £12.80 per hour.
• On-target bonus of £2,400 per annum.
• Comprehensive initial training before handling live customer contacts.
• Potential for hybrid working once fully trained.
• Ongoing coaching, training and support.
• Varied customer service role across telephone, email and live chat.
• Opportunity to develop your customer service and contact centre experience.
• Supportive team environment.