Customer Services Administrator - Chelmsford
- Chelmsford, Essex
- £12.30 per hour
- Temporary
- Full-time
Our client is a leading online retailer, committed to delivering fantastic value on plants and garden-related products to homeowners across multiple sales channels. With several sites in Essex, our omni-channel Customer Service team operates 7 days a week, ensuring our customers receive the support they need when they need it most.Role Summary:
As the first point of contact for our customers, you will play a pivotal role in shaping their experience with our brand. You will assist customers with inquiries, check orders, provide product recommendations, and resolve any complaints they may have. Your goal? To exceed customer expectations while adhering to company policies and GDPR requirements.Key Responsibilities:
- prioritise and process customer inquiries through email, chat, instant messaging, and phone.
- Maintain accurate customer records while ensuring confidentiality and compliance with GDPR.
- Communicate effectively to answer queries, suggest products, and resolve issues.
- Collaborate with our operations and quality teams to ensure accurate order fulfilment.
- Liaise with third-party couriers to manage customer expectations regarding delivery.
- Determine the root cause of customer issues and resolve them efficiently.
- Convey technical product information clearly to enhance customer understanding.
- Handle complaints with empathy and professionalism.
- Provide information about company policies, deals, and promotions.
- Contribute to team tasks and initiatives as requested by your manager.
Must-haves:
- Fluent in both verbal and written English, with strong spelling, punctuation, and grammar skills.
- Basic IT skills, including proficiency in MS Office (Teams, Outlook, Excel, Word).
- Previous customer service experience.
- Experience with customer management systems or helpdesk tools like Gorgias, Zendesk, or Freshdesk.
- Some horticultural knowledge or an eagerness to learn!
- Manage customer expectations while delivering top-notch service.
- Demonstrate excellent interpersonal skills in demanding situations.
- Communicate clearly and empathetically through various channels.
- Navigate multiple systems confidently to support inquiry resolution.
- Exhibit strong attention to detail and active listening skills.
- Proactively identify and resolve issues.
- Own and prioritise tasks to achieve personal and team goals.
- Build positive relationships within and across teams.
- Adapt to new technologies and support business implementations.
- Embrace feedback constructively for continuous improvement.
- Be part of a dynamic and expanding organisation that values your contributions.
- Work in a supportive environment that encourages growth and development.
- Enjoy the flexibility of hybrid working arrangements.
- Join a team that thrives on collaboration and celebrates success together!