Online Customer Retail Advisor - Hybrid

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

Benefits offered by this job

Hybrid working

On-target bonus £2,400 per annum

Comprehensive initial training

Ongoing coaching and support

Supportive team environment

Job summary

South West Recruitment is recruiting for Customer Service Consultants to join a busy customer contact centre supporting a well-known premium retail brand in the United Kingdom. The role involves handling inbound calls, responding to emails and live chat, and assisting customers with placing orders, all while maintaining excellent service.

Full training is provided, with potential for hybrid working once trained.

Qualifications

• Previous customer service experience in retail, hospitality, contact centre or similar.
• Excellent verbal and written communication skills.
• Confident and professional telephone manner.
• Strong email and live chat abilities.
• Friendly, empathetic and helpful approach.
• Good problem-solving and attention to detail.
• Able to work towards service levels and targets.
• Proficient IT skills: Word, Excel and Outlook.
• Organised and capable during busy periods.
• Experience in a contact centre is advantageous.

Responsibilities

• 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.

Skills

Customer service

Communication

Telephone manner

Email & live chat

IT skills

Problem solving

Attention to detail

Organisation

Teamwork

Tools

Microsoft Word

Microsoft Excel

Outlook

Job description

Job details:

• 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.

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.

• 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

• 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.