Senior Customer Service Advisor

TN United Kingdom; Poole; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Senior Customer Service Advisor to elevate customer experience using innovative AI technology. In this dynamic role, you will respond to customer queries, manage escalated issues, and collaborate with various teams to ensure seamless service delivery. This position offers the chance to work with cutting-edge tools while driving exceptional customer satisfaction and 5-star reviews. Join a supportive and fun environment that values professional growth and offers a comprehensive benefits package, including a newly refurbished HQ and opportunities for skill development. If you are passionate about customer service and technology, this is the perfect opportunity for you!

Benefits

State-of-the-art technology

Increased holiday allowance

Regular social events

Free parking

Hi-tech coffee and juice machines

Qualifications

• Experience in customer support or related fields is essential.
• Strong communication and organisational skills are required.

Responsibilities

• Respond to customer queries and manage AI performance for satisfaction.
• Collaborate with teams to enhance customer experience and handle escalations.

Skills

Customer Support Experience

Team Management

Communication Skills

Organisational Skills

Adaptability

Interest in AI Technology

Tools

AI Technology

Job description

Senior Customer Service Advisor

Are you a customer service superstar with a passion for using cutting-edge AI technology to enhance customer experience and drive 5-star reviews? If yes, then we have the perfect role for you! Join us as a Senior Customer Service Advisor, and be part of our mission to provide excellent customer service to our lovely customers.

At The Koin Club and Tilly Pig, we're all about leveraging the latest AI technology to optimise customer experience and foster international collaboration. As our new Senior Customer Service Advisor, you'll be instrumental in making this happen. You'll get to work with market-leading AI tools to deliver world-class and excellent customer service.

Key Responsibilities:

As a Senior Customer Service Advisor, you'll play a critical role in ensuring our customers receive the best possible experience. Your key responsibilities include:

1. Responding to customer queries and providing timely, accurate and helpful information.
2. Managing and optimising AI performance to ensure the highest level of customer satisfaction.
3. Handling escalated customer queries and ensuring timely resolution.
4. Driving 5-star reviews by providing exceptional customer service and going above and beyond to exceed customer expectations.
5. Monitoring customer feedback and proactively identifying opportunities to enhance the customer experience.
6. Working closely with the Product Development team to understand what's being produced, what's coming up, and what you can and can't tell customers.
7. Collaborating closely with the Marketing and Operations teams to understand current campaigns and to ensure orders are processed efficiently and on time.
8. Managing key account management for top spenders.
9. Delegating tasks, including incoming customer queries, payment disputes, returns and refunds, new orders, online reviews and subscription management.
10. Collaborating with our team in Asia to ensure a seamless customer experience across all regions.

At our company, we strive to provide a comprehensive benefits package that supports our employees' wellbeing, fosters a fun and inclusive culture, and provides opportunities for growth and advancement. Our benefits include a newly refurbished HQ with state-of-the-art technology, Mac computers, bank holidays off, increased holiday allowance, regular social events, hi-tech coffee and juice machines, and free parking.

We also offer opportunities for professional growth and progression, providing our employees with the chance to develop new skills and take on new challenges as they advance in their careers. Join us today and be part of a supportive and dynamic team that values your contributions and supports your growth.

Requirements:

We are looking for a dynamic individual with a strong interest in AI and innovative technology. Our ideal candidate will possess:

1. Experience in customer support or related fields.
2. Experience in team management and delegation.
3. Excellent communication and interpersonal skills.
4. Strong organisational skills with the ability to manage multiple tasks.
5. Assertive with a commitment to high standards.
6. Positive, upbeat, and adaptable attitude.
7. Interest in AI and innovative technology (no prior knowledge required; comprehensive training will be provided).

This is an incredible opportunity to take your customer service skills to the next level, working with cutting-edge AI technology to provide an exceptional experience to our customers. If you're passionate about delivering excellent customer service, driving 5-star reviews, and leveraging AI technology to enhance the customer experience, we want to hear from you.