Hampers.com
Customer Care Advisor
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Role: Customer Care Advisor
Salary: £26,000pa
Hours of work: 35 hours a week
Place of work: Hybrid Office/Home but required to be in the office 3 days a week
Overview
At hampers.com, we care passionately about what we do, and are deeply proud of the way in which we bring wholehearted togetherness to gifting. As a customer care advisor, you will be responsible for ensuring our customers always have an exceptional experience on all of our channels, both offline and online. You will provide customer service support to customers across several platforms whilst always providing an exceptional standard service.
Responsibilities
- Provide a high-quality service to hampers.com customers comprising of handling inbound & outbound calls and undertaking a range of processing tasks. This will be achieved as part of a flexible model to support the business in meeting customer demands within agreed service levels.
- Responding to inbound queries and making outbound calls to customers ensuring that the tone of voice used is in line with our brand values.
- Processing customer’s orders either through the website or over the phone and where necessary the use the correct opportunity to upsell.
- Understanding that the calls could be from both consumers from amazon, our website or corporate clients and ensuring that the needs of these are met.
- Communicating with customers over phone, email, live chat and social media.
- Ability to clearly understand and interpret the carrier information through the relevant tools, ensuring we monitor tracking and delays with delivery to provide the customer the most up to date information.
- Investigating carrier claims ensuring that we have the most up-to date information to process these.
- Take ownership of customer problems, solving them at first point of contact and knowing when to escalate when required.
- Ability to work to and achieve the key targets that are set, ensuring that quality is delivered at the same time as productivity.
- Collaborate within the team to clarify facts, exchange information, or resolve enquiries and issues.
- Personally, contribute to an environment where colleagues want to work, and customers feel valued.
- Being a team player, contribute to the company culture and understand how you interact with other departments to ensure there is clear communication.
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Skills and Experience
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- Passionate and enthusiastic about providing excellent customer service.
- Previous experience in a customer services role.
- Good computing skills and knowledge of customer services tools.
- Excellent written and oral communication skills.
- To be able to work under pressure and to deadlines.
- To be able to deal with customer complaints by always showing empathy.
- Flexible with the ability to manage your own workload and handle multiple tasks simultaneously.
- Adaptable to change and willing to embrace new ideas.
- Positive and approachable manner.
- Thrives of working in a team and being a strong team player.
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