Customer Service Advisor; lead

Due to restructure and promotion, a Customer Service Lead is required by an award winning business in the Barnsley area to answer consumer customer enquiries via phone, email and live chat, resolve issues with deliveries in an efficient and timely manner. Issues may include providing updates and information for customer orders, handling returns, addressing complaints and troubleshooting issues. Most sales are overseas, and therefore you will be required after the initial 2 months training to work on a shift basis Monday to Friday.

Reporting to the Head of Customer Services and working closely with all functions in the business to achieve high levels of service, the Customer Service Lead will be:

• Providing excellent customer service to high net worth consumer customers via telephone, email and live chats
• Dealing with high volume tickets quickly and effectively, adhering to response targets
• Ensure that you are providing timely delivery of products to customers
• Dealing with inquiries in the correct manner in accordance with all guidelines
• Handling warranty issues effectively
• Liaise with the Sales, Purchasing and Warehouse team to secure strong relationship across all functions
• Working conjointly with the Head of Customer services in order to resolve urgent issues/enquiries from customers or any function in the business.
• Maintain a positive attitude and calmly respond to customers’ complaints

What experience does the Customer Service Lead require?

• Previous experience working within a consumer based telephone customer service role.
• Customer focused with excellent communication and negotiation skills
• Longevity in your CV
• Personable and attentive with strong interpersonal skills
• Resilient, able to work under pressure, adaptable and able to quickly think on your feet.
• Know what good customer service looks like, have a problem solving approach satisfying customers while minimising costs.

What’s on offer for the Customer Service Lead?

• Permanent full time based in Barnsley
• Salary £, a year
• As the team grows, opportunity to progress, and build a team.
• Pension
• days holiday
• Health and Life insurance
• Shifts required will be a week (Mon to Fri) of :
  
  -: and then a week of :
  
  -: to support with North American sales. (1 hour break)
• Training first 2 months will be : to :
• Expectation to visit the offices in Egham, Surrey according to the needs of the business