Online Customer Service Advisor

Online Customer Service Advisor

TH Baker

Kidderminster DY10 1BT

Position: Online Customer Service Advisor (full time contract, 40 hours – 8.30 – 17.00)

Reporting To: Customer service manager

PLEASE NOTE – This is working in-house at our Kidderminster office. Remote working or agencies will not be considered

Online Customer Service Advisor

T.H. Baker – Kidderminster

Join one of the UK’s leading independent jewellery retailers, boasting over 130 years of experience in the jewellery retail industry. With 20 high street stores, and an exciting portfolio of e-commerce websites including The Jewel Hut - the popular fashion and accessories site - working for T.H. Baker is an exciting opportunity.

Job purpose

To work as part of a team delivering a first-class, professional customer service, using a range of communication methods, to ensure that where possible customer inquiries, payments, and complaints are resolved at the first point of contact.

Key Responsibilities

• To assess and resolve inquiries, requests, and complaints, primarily on the telephone, but also by other electronic access channels, to ensure that customer inquiries are resolved at the first point of contact
• To gather knowledge of products to improve sales
• Maintain electronic databases of the customer inquiry and actions taken
• Listen and analyse customer inquiries to determine customer needs
• Actively promote products to drive sales

Other Duties

• To encourage feedback on services provided and recognise the changing needs of the service
• Handling inbound and outbound calls
• Deal with a variety of inbound customer inquiries, showing empathy and providing solutions
• Work on a first-call resolution approach

Person specification:

• Strong high-energy interpersonal skills
• Open, engaging, confident and approachable
• Ability to interact with customers in a professional and calm manner
• Target driven, KPI focused
• Reliable
• Excellent written and verbal communication skills
• Experience of working in a customer service environment is desirable

Benefits:

· 20 days holidays pro rata Bank Holidays.

· Modern office and vibrant working conditions.

· Employee discounts on watches & jewellery.

We offer a friendly, informal but professional environment and understand the importance of looking after the team. This role is based in Kidderminster head office, and isn’t suitable for remote working or agency. Remote or Hybrid working will not be considered

This role would be suitable for a recent graduate with an interest in a career in E- Commerce

If you think you have the skills and experience, we are looking for, and are ready for the challenge, we’d love to hear from you.

Job Types: Full-time, Permanent

Pay: £24,950.00 per year

Additional pay:

• Commission pay

Benefits:

• Employee discount

Schedule:

• Monday to Friday

Experience:

• customer service: 1 year (preferred)

Work Location: In person