Customer Care Administrator

Aftersales and Customer Care Administrator

Location:

Farnborough

Hours:

Tuesday - Saturday 08:30-17:30 Saturdays 08:30 – 15:30

Start date:

ASAP

Salary: £27,000

The Customer Service Team’s primary focus is to ensure customers are happy and the best possible service is delivered. This position is focused on after-sales care, following up with clients awaiting delivery or making changes to their orders.

The role is varied and involves managing a busy inbox alongside live chat and phone calls. You must be able to remain calm and handle issues as they arise.

The role requires a strong eye for detail, including inputting addresses, changing orders and sending emails.

Duties include:

Managing a busy inbox and phone system

Forwarding calls where necessary

Assisting customers with order queries

Sending order confirmations if not received

Building and maintaining strong customer relationships

Attending regular team meetings

Ongoing training and development

Handling customer complaints and queries

Maintaining strong relationships across teams

Ensuring returns, refunds and resends are tracked and investigated

Investigating fraudulent transactions and disputes

Keeping all databases fully up to date

Supporting the processing team (reprinting gift messages, arranging new decals, recreating shipments)

Assisting customers with order amendments

Liaising with delivery companies regarding missed deliveries and delivery queries

Checking delivery invoices against orders to support accounts

Skills required:

Previous experience in a similar role preferred

Strong attention to detail

Excellent administration skills

Experience using email and MS Office

Excellent telephone manner

Strong inbox management skills

Comfortable working both independently and as part of a team

Happy working in a fast-paced environment

Positive, can-do attitude

Strong problem-solving skills