Pooky Lighting
Customer Service Advisor
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Company Description
Pooky Lighting is dedicated to creating beautiful, decorative lighting that enhances homes and interiors. The company focuses on designing distinctive lamps and lighting pieces that combine style, quality, and character. Pooky’s collections are crafted to appeal to people who value thoughtful design and attention to detail. Team members join a customer-focused environment where customer experience and product aesthetics are equally important.
Role Description
This is a full-time, on-site Customer Service Advisor role based in Gloucester. The Customer Service Advisor will respond to customer inquiries via phone, email, and online channels, providing clear, friendly, and accurate information about Pooky’s products, orders, deliveries, and returns. The role involves resolving issues, processing orders, updating customer records, and coordinating with warehouse, logistics, and sales teams to ensure a smooth customer experience. The advisor will also handle product-related questions, guide customers in choosing suitable lighting options, and follow up to ensure satisfaction. Day-to-day responsibilities include managing a busy workload, delivering excellent approachable service, and contributing feedback to improve customer service processes.
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Skills
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- Excellent customer-focused service and satisfaction skills, with a genuine commitment to delivering a positive experience.
- Strong verbal communication skills, with a professional 'telephone manner' for handling telephone inquiries and resolving issues.
- Clear communication, active listening, and problem-solving abilities.
- Strong written communication skills, with the ability to explain product details and processes clearly.
- Comfort using customer service software, order management systems, and basic office applications.
- Ability to work on-site within a friendly team at the Gloucester Head Office.
- Be able to multitask and remain calm under pressure.
- Previous experience in retail, e-commerce, or a customer-facing role is beneficial; interest in interiors or lighting is a plus.
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