Customer Support Adviser

Job title: Speaking Customer Support Advisor

Salary: £22,000 per annum + annual 10% bonus + excellent benefits

Hours: 9am to 6pm (Monday to Friday)

Office Location: St. Albans (Hertfordshire) – 20 minutes commute from London St. Pancras*

Contract Type: Full-Time, Fixed Term Contract (6 months) with a potential to extend and or lead to a permanent contract

Start: ASAP

*Note about work commute: Please check that your journey cost and commuting time to St. Albans align with your expectations before you apply. Thank you.

Our client is a global manufacturer of luxury retail accessories, owning well known and truly global brands in their sector, with presence in over 150 countries worldwide, and an extensive employee workforce.

They are looking to hire a customer support advisor to provide support to consumers within UK market.

This role would suit a candidate who is passionate about customer service, with exceptional communication skills. You should also be a natural problem solver, with the ability to think on their feet, and respond to any queries decisively and effectively.

Responsibilities

• Handle responses and transactions on an inbound and outbound basis over the phone, live chat, and e-mail
• Record data for existing and potential customers using the CRM
• Ensure product knowledge is regularly kept up to date and an in-depth understanding of the business goals
• To follow escalation and complaint procedures in order to ensure that all enquiries and customer queries are followed up to the highest degree of professional standards.
• To communicate the benefits and features of offered products/services in a commercial and sales orientated fashion to existing and potential customers.
• To explain the type of merchandise offered, quotes and prices, where specified, adhere to a prepared script resulting in a purchase/upgrade of the product/service on offer.
• To record the names, addresses, purchases, and reactions of prospects in line with campaign requirements.
• To learn and retain campaign information, including product, script and computer systems

Requirements

• Fluent in English to mother tongue standard (speaking and writing)
• Previous experience in customer service (ideally in e-commerce, retail, fashion) but other areas will be considered
• Outstanding communication skills with ability to listen, communicate effectively and converse professionally with customers
• Problem solving skills, with knowledge of how to handle customer relations and use initiative to escalate any issues, so to offer satisfactory customer resolutions