Customer Service Advisor

We are recruiting for our client, a leading high-end outdoor luxury brand. They are looking for a Customer Service Advisor or Administrator to join their team on a fixed term contract.

This role is a 4-6 months FTC and we are looking for someone who can start ASAP.

The role of Customer Service Advisor/Administrator serves as a crucial link with all customers across all divisions of the business.

The successful candidate will play a pivotal role in elevating our customer experience through;

• Guiding customers confidently through their journey over the phone or via email. Whether they’re considering a product to purchase or interested in our other opportunities, inspire them through your expert knowledge and passion for the brand and products.
• Taking a proactive approach, anticipating and preventing any barriers to create a totally seamless customer experience, by going above and beyond customer expectations.
• Assisting customers with all lines of enquiry including product enquiries, returns, delivery, payments, travel itineraries and more.
• Continually looking for opportunities to evolve approaches and methodologies, adapting to the specific requirements and customer needs across different journeys, missions and propositions.
• Developing team guidelines to provide an exceptional standard of service and striving to exceed expectations across all customer touchpoints, every customer, every time.
• Supporting the business in developing and embedding the best customer experience measurement practices.
• Regularly sharing customer feedback and operational challenges with the leadership team.
• Acting as admin support and coordinator for the wider teams.

The successful candidate will be able to demonstrate the following;

• First-class interpersonal and communication skills, both written and verbal are essential as is the ability to effectively listen and think on your feet.
• Previous experience of working with customer service contact management systems and processes and with a strong working knowledge of Google Workspace. Experience of using Zendesk would be advantageous.
• Previous experience in a contact centre environment or customer service role ideally in the luxury or travel sectors with a proven ability to manage and resolve customer complaints and concerns with empathy and professionalism, striving to turn challenging situations into opportunities for customer satisfaction.
• Highly organised with strong time-management skills and possessing the ability to both prioritise tasks and change direction with agility as the situation requires.
• Highly adaptable and flexible to changing business environments and the structure of a growing business and team.
• Able to work at pace whilst maintaining a strong eye for detail.
• Enthusiastic about the outdoor and adventure sectors.
• For the Challenge!

Salary: 25-30k pro rata plus benefits