Customer Service Advisor

Your new company
A leading organisation is seeking a Customer Services Advisor to join its established customer operations team based in Mallusk. This is an excellent opportunity to join a well-respected within a fast-paced environment, you will play a key role in delivering outstanding service to customers while helping to protect and enhance brand reputation through effective issue resolution.

Your new role
As Customer Services Advisor, you will act as the first point of contact for enquiries and complaints across a variety of channels, including telephone, email, live chat, social media and online will investigate and resolve consumer concerns, ensuring all interactions are managed professionally, accurately and within agreed service levels. Alongside delivering exceptional customer service, you will support the wider business by identifying trends, compiling reports, maintaining accurate records and providing valuable consumer insights to key stakeholders.
Key duties will include:

• Managing enquiries and complaints across multiple communication channels
• Investigating and resolving issues while maintaining a high level of customer satisfaction
• Escalating complex issues where appropriate and acting as a trusted point of expertise
• Maintaining accurate records within internal systems
• Producing weekly and monthly reports for stakeholders
• Supporting quality, compliance and international market reporting requirements
• Working closely with departments including Marketing, Brand, Communications, eCommerce, Quality and Food Safety
• Monitoring sentiment and contributing to brand reputation management
• Identifying opportunities to improve customer service processes and the overall consumer journey
• Ensuring all consumer data is handled in line with data protection requirements

What you'll need to succeed
To be considered for this role, you will have:

• Previous experience within a customer service, consumer services or consumer support environment
• Experience working within a fast-paced commercial or FMCG setting
• Strong written and verbal communication skills
• Excellent relationship-building and stakeholder engagement abilities
• The ability to manage multiple priorities and work effectively under pressure
• Strong analytical skills with a high level of attention to detail
• Experience using CRM, ERP or customer management systems
• Excellent Microsoft Office skills
• A proactive approach with strong problem-solving capabilities
• The ability to handle challenging customer interactions with professionalism and empathy
• Degree-level education or equivalent relevant experience

What you'll get in return

• Monday
  -Friday 9am-5pm
• Mallusk
• £24000-£29000 depending on experience

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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Skills:
Customer Service Administration Communication

Benefits:
£24000-£29000