Customer Care Advisor, Northamptonshire

The Customer Care team are responsible for delivering customer support through various channels, including (but not exclusively): telephone, e-mail, live-chat, and social media, helping to reduce customer issues and create a positive customer experience whilst delivering high levels of first time resolution and customer satisfaction across our Worldwide valued customer base.

Duties and Responsibilities:

• Work collaboratively with fellow team members, other departments and 3rd Party suppliers to deliver upbeat, positive and helpful resolution of customer support questions received through e-mail, phone, live web chat and social media.
• Ensure and retain accurate records in Zendesk of all customer communication, ensuring all issues are dealt with through back office applications to provide complete traceability.
• Work with the Senior Customer Care Advisors, Team Leaders and Customer Care Manager to develop and enhance customer first time resolution and to deliver best in class practices.
• Working on delivery issues with carrier partners and where necessary instigating refunds to customers.
• The role will involve communicating to customers located in all parts of the world.
• Working with Zendesk and internal IT systems to develop dashboards and clear, easy to use systems and reports for immediate issue recognition.
• Ad hoc tasks and projects as determined by the Customer Care Team Leaders, Head of Business Services, CFO or CEO.

Skills / Qualifications:

• Fluency in English is essential.
• Proven customer service skills within a customer focused environment (ideally as a Beautician or within Beauty Retail, but not essential).
• Beauty experience would be advantageous.
• Experience and understanding of customer confidentiality, processing payments and related security procedures.
• Excellent written, verbal and numerical skills as well as a strong work ethic.
• Clear, concise and professional telephone skills.
• Excellent keyboard skills.
• Ability to work to tight deadlines and manage projects independently.
• Strong MS Office skills, knowledge of Zendesk would be advantageous.
• Must be available to work weekends on a rota system.

All applications will be treated in the strictest confidence.

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