About The Role
As we continue to develop our ecommerce presence, it is important to us to have Customer Service Advisors onboard to play a key role within our ecommerce team based at our brand new National Distribution Centre in Wolverhampton. As an Ecommerce Customer Service Advisor, you will play a key role in the achievement of ecommerce sales and customer service objectives, utilising telephone and online communication channels, and responding to pre and post purchase enquiries received via our messaging suite. You will have responsibility for providing a quality, efficient and effective customer experience from receipt of the order through to dispatch of the package.
Main Duties and Accountabilities
Customer Support
- Answer customer telephone and electronic enquiries (messaging suites, live chat)
- Handle pre-purchase queries (Fitment/Product/Collection/Shipping)
- Address post-purchase issues (Order Issues/Cancellations/Returns)
- Process telephone/email orders accurately
- Maximise sales opportunities (Conversion/Retention/Up-sell/Add-on)
- Minimise costs in resolving order issues and returns
- Understand the relationship between sales and daily/monthly budget
- Provide accurate and confident advice on products and services
- Inform customers of additional required parts
Meet Team and Individual Targets
- Achieve customer enquiry/response output targets
- Maintain response relevance, accuracy, and attention to detail
- Exceed customer satisfaction KPIs
- Contribute to positive customer feedback and resolution
Fulfill Customer Needs
- Deliver high standards of customer service
- Answer calls professionally and clearly
- Maintain required standards in verbal and written communication
- Assist customers with pre-purchase and post-purchase enquiries efficiently
- Handle complaints calmly and professionally, ensuring satisfactory resolution
- Keep customers updated and follow through on promises
- Ensure total customer satisfaction through accurate and professional service
Working Hours
45 hours (average) per week, Monday to Friday, including alternate Saturday working.
About You
The ideal candidate will have a proven track record in telesales and/or customer service.
What you'll need to succeed:
- Process driven and able to work well under pressure
- Excellent interpersonal and communications skills
- Ability to utilise multiple workspace systems whilst ensuring accurate data entry
- Able to work independently but also keeping team objectives in mind
- Strong customer focus
- Target driven and motivated by achieving objectives
- A desire to learn and develop industry knowledge
- Confident user of IT and computer systems across a multi‑monitor workspace
- An interest or experience within the automotive industry or motorsport would be advantageous but not essential
What we'll offer:
- 28 days annual leave, including bank holiday and opportunity to increase annual leave for time served
- Online employee discount scheme including big discounts to local cinemas, theme park attractions, major retailers and much more
- Healthcare cash plan
- Company pension
- Internal Development Programmes
- Career progression opportunities
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