Full job descriptionJob Title: Customer Service Advisor
*Location: Hastings

*Salary: £30,000 p/a
*Job Type: Temporary - Maternity Cover

*Start Date: Early to Mid-November

*Duration: Maternity Cover

HRGO Recruitment are seeking an experienced and motivated Customer Service Advisor to join our client based in Hastings.
The successful candidate will play a crucial role within the customer service function, acting as the first point of contact for customers and ensuring they receive a professional, positive and efficient service. You will be responsible for handling customer enquiries across multiple channels, resolving issues promptly and working closely with internal departments to ensure a smooth customer journey.
This is an excellent opportunity for someone who is passionate about customer service, highly organised and enjoys working in a fast-paced environment.
General Duties:*Handle incoming customer calls, emails, social media messages and online chat enquiries, ensuring customers receive a timely and professional response.

*Take ownership of customer service tickets through Zendesk, ensuring enquiries are logged accurately and dealt with efficiently.

*Ensure queries are responded to within the required service levels.

*Investigate and resolve customer issues, including delivery queries, returns, refunds, faulty or incorrect items and order-related problems.

*Liaise with warehouse, logistics, returns, IT, product and other internal teams to resolve customer queries quickly and effectively.

*Work with logistics partners where required to investigate delivery and order issues.

*Monitor online systems and proactively identify and resolve problems affecting customers.

*Create draft orders and process specific refunds, goodwill vouchers, discounts and staff orders in line with company procedures.

*Keep customer helpdesk articles and online information up to date.

*Identify and report issues with online platforms to the relevant departments.

*Monitor customer satisfaction and contribute to regular customer service reporting.

*Assist with general office and administrative duties within the customer service department.

*Monitor and investigate high-risk orders and potentially fraudulent customer activity.

*Analyse customer service trends, including returns, logistics issues, faulty products and website information, and make recommendations for improvements.

*Work collaboratively with colleagues across the business to ensure a positive customer experience.

Requirements:*2-3 years’ previous experience in a customer service or customer support role.

*Experience providing customer support across multiple channels, including email, phone, social media and live chat.

*Previous experience using Zendesk is highly desirable.

*Good knowledge of Office 365 and databases.

*Previous experience dealing with logistics or delivery partners.

*Strong written and verbal communication skills.

*Highly organised with excellent attention to detail.

*A thoughtful, patient and empathetic approach to dealing with customers.

*Analytical and inquisitive, with the ability to investigate issues and find practical solutions.

*Comfortable working in a fast-paced environment and managing multiple enquiries and priorities.

*A positive, helpful and solution-focused attitude.

*Ability to work effectively as part of a small team and support with wider office duties when required.

If you are an experienced Customer Service Advisor looking for a temporary maternity cover opportunity in Hastings, with a start date in early to mid-November, please click ’Apply now’!