Customer Service Assistant

Customer Service Assistant
-Temporary Contract

Hourly Rate: £13.74 per hour

Working Hours:

Monday to Friday, 9:00am–5:00pm (35 hours per week)

Based:
Solihull

About the Role

We’re looking for a motivated, organised and customer-focused Customer Service Assistant to join our team on a temporary contract.

You’ll support business owners across the UK, Ireland and Iceland, handling enquiries, processing orders and returns, resolving delivery issues, and providing advice on products, promotions, policies and incentives.

Key Responsibilities

Customer Service:
Answer incoming telephone calls from business owners across the UK, Ireland and Iceland, assisting with customer service enquiries relating to the Marketing Plan, incentives and company policies.

Order Processing:
Take orders over the telephone and face to face, advising business owners on current product promotions, campaigns and offers.

Delivery Enquiries:
Handle delivery-related queries, including tracking parcels, resolving lost or damaged parcel issues, managing delivery exceptions and claims, and liaising with third-party delivery companies.

Applications:
Process business owner applications accurately and efficiently as required.

Email Management:
Respond to customer emails within 48 working hours of receipt.

Digital Customer Support:
Respond to business owner enquiries through our chat, Whats App and Messenger services within the required service level agreements (SLAs).

Returns:
Process product returns in accordance with company procedures.

Record Keeping:
Maintain accurate records and ensure all processes and procedures are followed correctly.

Departmental Support:
Assist with a range of tasks within the Customer Service Department and Store to ensure the smooth running of all departmental activities.

Confidentiality:
Maintain strict confidentiality when handling information relating to business owners and their businesses.

Wider Business Support:
Assist other departments and areas of the business as required to support the overall operation.

Skills and Experience Required

Excellent customer service skills, with a professional and helpful approach.

Good telephone and call management skills.

Strong verbal and written English communication skills.

The ability to work effectively under pressure and meet deadlines.

Excellent organisational skills, with the ability to multitask and adapt to changing workloads.

A positive, proactive and flexible can-do attitude.

The ability to learn, understand and retain a large amount of information.

Good computer skills, including proficiency in Microsoft Outlook and Excel.

Strong attention to detail and a commitment to accurate record keeping.

A willingness to learn, develop new skills and continuously improve.

The ability to work well as part of a team while also taking responsibility for individual tasks