Social Media & Marketing Executive
18th September 2018
Fulfilment Centre Team Leader
Fulfilment Centre Team Leader
4th September 2018

Customer Care Representative

Reporting to:

Customer Operations Manager

Job Purpose:

Customer satisfaction is a critical success factor for an online retailer; as such the role of a Customer Care Representative is crucial in ensuring that customer needs are met in a timely and professional manner.  The primary function of the role is to identify customers’ needs through communication via phone, email and social media to provide a desired resolution and achieve satisfaction.

Hours:

  • 37.5 hrs per week
  • 8:30 - 5:00 Monday to Friday (1 hour breaks & lunch)
  • 1 in 4 Saturdays overtime at time and a half
Salary:

  • £17,000 per year

Key Duties & Responsibilities:

  • To demonstrate a personal and professional commitment to customer satisfaction at all times, taking ownership for providing timely resolutions and communicating proactively.
  • Answer inbound telephone calls, emails, live chat, social media and Amazon enquires in accordance with current prescribed standards for service and professionalism.
  • To demonstrate a thorough understanding of Consumer Contract Regulations, Consumer Rights Act and other relevant acts in relation to online retail (training will be provided).
  • Assess sales order against prescribed fraud scoring and authorise accordingly.
  • Administrate customer refunds for returned sales orders.
  • Proactively communicate with customers regarding potential issues.
  • Regular and ad-hoc administration related to orders and Customer Care functions.

Required qualifications, knowledge, experience and skills:

  • To be extremely customer focused.
  • Strong written and verbal communication skills.
  • Experience of problem solving quickly and effectively.
  • Strong ability to retain a calm attitude when under pressure.
  • Ability to prioritise and multi-task in an organised manner

Performance indicators

  • Maintaining a high customer satisfaction rate assessed through customer feedback survey.
  • Low instances of customer complaints with service provided by Customer Care Representative.
  • Regularly meets required output level to support team in meeting service level agreement targets for response times.

Benefits

  • 28 days holiday inc public holidays
  • Long service holiday
  • Free parking
  • Monthly staff lunch laid on
  • Paid for Christmas/summer party
  • Quarterly personal development reviews
  • Potential for future promotion in fast growing company
  • Modern fulfilment centre
  • Friendly hardworking atmosphere