Overview of the Role
We are looking for a motivated and customer-focused Customer Service Advisor to join our team. The role involves handling customer enquiries via telephone and email, supporting sales activity, serving customers at the trade counter, and liaising with the warehouse team to ensure prompt order dispatch.
You will play a key part in delivering a high level of customer service and satisfaction while contributing to sales growth and continuous improvement across the business.
Key Responsibilities
Answer incoming telephone calls and assist customers with enquiries and questions
Respond to customer emails and provide accurate information and support
Serve customers at the trade counter in a professional and friendly manner
Increase trade sales and monitor performance on a weekly basis
Proactively suggest ideas to improve trade sales and customer engagement
Liaise with the warehouse team to ensure urgent orders are dispatched on time
Handle customer returns and refunds, escalating complaints to the Line Manager when necessary
Respond to customer queries generated via eBay and other online channels
Ensure priorities are managed effectively and adapt when priorities change
Maintain a tidy and organised trade counter and sales office environment
Contribute to improving the overall customer experience and satisfaction
Participate as an active member of the team and support colleagues when required
Contribute to continuous improvement initiatives within the business
Demonstrate flexibility and a willingness to embrace change
Work safely and follow all relevant health and safety procedures
Continuously improve knowledge of vehicle parts and accessories
Maintain a confident and professional telephone manner
Use computer systems effectively to support daily tasks
Carry out any reasonable duties assigned by the Line Manager
This list of duties is not exhaustive and may evolve in line with business needs.
Skills and Experience
Strong customer service skills
Confident and professional communication skills (phone, email, and face-to-face)
Good organisational and time management abilities
Basic computer literacy
Ability to work both independently and as part of a team
A proactive and positive attitude
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