Customer Services Advisor

Role Overview

• Dealing effectively with customers on a daily basis
• Responding to emails and following up with calls
• Ensuring timely resolution of problems and complaints
• Reviewing reprinted jobs before dispatch
• Tracking deliveries and managing returned jobs
• Logging calls accurately
• Handling immediate contact channels such as calls and chat
• Responding to online reviews

Requirements

• Deal effectively with customers on a daily basis in a polite and professional manner
• Respond to emails efficiently, follow up with calls as required
• Ensure all problems or complaints are dealt with in a timely manner including arranging reprints or processing refunds/discount codes
• Responsible for review of reprinted jobs prior to dispatch
• Tracking deliveries with courier service and recording relevant information
• Managing returned jobs via courier service
• Accurately log all calls throughout the day
• Deal with immediate contact channels on a daily basis i.e. calls, chat service, social media
• Respond to reviews on Trustpilot

Skills:

• Demonstrate good telephone manner, understanding and empathy skills.
• Ability to apply common sense understanding to carry out detailed written or oral instructions.
• Must have a high level of accuracy
• Able to demonstrate initiative and ability to prioritise
• Ability to work within a fast paced environment
• Able to effectively multi-task

Benefits

• 22 days holiday rising to 25 with service, plus 8 days bank holidays
• Staff discounts & Friends and Family discounts on print
• Cycle to work scheme, Home & Tech Scheme and EV scheme
• Breakfast and drinks provided
• Summer and Christmas Parties
• Street food days
• Access to Perkbox and Employee Assistance Programmes
• Enhanced parental leave
• Employee referral scheme