Description
We are seeking a brilliant and diligent team member to join our e-commerce team. As a Customer Care Advisor, you will operate in a high-growth environment, providing exceptional advice and consultation to customers. Your primary responsibility will be to develop best-in-class customer satisfaction.
Key responsibilities include: Communicating with customers courteously and efficiently via email, phone, and chat channels. Maintaining weekly reports, including most commonly asked questions, product returns, customer reviews, etc. Partnering with our UK Customer Service and Outsourced colleagues to ensure a consistent brand experience across all websites. Providing product information and offering order assistance to help the e-commerce department achieve sales goals. Accurately communicating order information, company policies, and procedures. Ensuring all inquiries are resolved effectively and in a timely manner.
Systems and Procedures: Working towards daily individual and team goals via a team task master. Serving as the brand's 'front lines' for any product or brand-related issues, escalating any issues to Customer Care management in a timely manner. Liaising directly with our warehouse to resolve any web order delivery questions, monitoring the warehouse email alias to ensure timely responses. Processing returns stock, issuing appropriate refund/credit note, and notifying the customer within 48 hours of receipt of goods. Processing daily website orders and backorders via our ERP system. Providing strategic recommendations to improve the overall customer experience. Collaborating with fellow advisors to ensure a sharing in workload of daily tasks.
Reporting Relationships: Reports to Customer Care Manager.