Remote Customer Service Specialist

Waterstones; Burton upon Trent; Remote; GBP 21,000 - 26,000; Full time

Job summary

Waterstones is seeking a Customer Services Advisor for a remote role with occasional travel to Piccadilly, London or Burton-Upon-Trent. You will be the first point of contact for customers across phone, live chat and email, helping with loyalty, website, availability and payments.

You will join a team focused on delivering high-quality service, work flexibly on a rota between 8am and 6pm, and collaborate with other departments to solve problems and drive customer satisfaction.

Qualifications

• 2 years customer service experience (face to face or online).
• Experience in objection handling.
• Confident speaking with customers over the phone.
• Some experience using live services preferable but not a deal breaker.
• Experience with IFS, WMS and MMS preferable.
• Zendesk experience preferable.

Responsibilities

• Deliver a high-quality service to all customers, via phone, live chat and email.
• Take end-to-end ownership of customer queries and collaborate with teams to resolve issues quickly.
• Ensure queries are responded to within agreed service levels.
• Provide regular feedback to line manager on service improvements.
• Support back-office teams with timely completion of operational tasks.
• Strive for first contact resolution where possible.
• Handle customer objections empathetically and professionally.

Skills

Customer service

Objection handling

Phone communication

Willingness to learn

Tools

IFS

WMS

MMS

Zendesk

Job description

Waterstones is seeking a Customer Services Advisor for a remote role with occasional travel to Piccadilly, London or Burton-Upon-Trent. You will be the first point of contact for customers across phone, live chat and email, helping with loyalty, website, availability and payments.

You will join a team focused on delivering high-quality service, work flexibly on a rota between 8am and 6pm, and collaborate with other departments to solve problems and drive customer satisfaction.