Customer Services Advisor

Key Responsibility:

To ensure that the customer receives exemplary and speedy service to their enquiries, whether by telephone, e-mail or social media.

Main Responsibilities:

Diligently answering the telephone to customer orders and enquiries, keeping wait times for callers under control.
Answering telephone customers in a courteous but firm way; dealing calmly with any upset customer and following company procedures.
Following company procedures, distance selling regulations and other consumer laws when dealing with customer issues.
Answering e-mails and other social media queries in a courteous and prompt manner.
Anticipate issues eg missed deadlines, being pro-active in contacting customers.
Develop an understanding of watches and jewellery.
Any other duties as reasonably requested.

Knowledge Skills and Qualities:

Experience of dealing with customers.
Have a confident telephone manner, which is sympathetic to customer issues but firm in dealing with them.
Calm under pressure and be able to deal with conflict situations when required.
Capable of clear and concise explanations to customers verbally and in writing.
High level of competence and experience of using computer systems.
Excellent verbal and written English communication skills.
Reliability in attendance and punctuality is essential to maintain high levels of customer service in this small team.
Self-motivated with a desire to pro-actively resolve issues.
Positive attitude with a sense of humour.
Able to prioritise and plan own workload when dealing with telephones, e-mails and other work.
Knowledge of consumer legislation highly beneficial.

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