Customer Service Advisor

Company Intro  Established in 1985 & being an early adopter of ecommerce in 2006, Kiddies Kingdom has grown to be the UK's No1 Online Baby & Nursery specialist. Still a very much family owned business, we are big enough to cope but small enough to care. We don’t just want to offer our staff jobs, but careers. Why not join us and play your part in making Kiddies Kingdom the nations ‘go to point’ for baby shopping!  Job Purpose & Spec  The role of the Customer Service Representative is to take personal ownership of customer communication by answering telephone calls providing a first class experience for customers by utilising questioning and listening skills to understand the customer need. Taking ownership of the customer needs from first contact to resolution. Thinking differently and utilising problem solving skills to provide first time resolution. The candidate must be comfortable using multiple in-house computer systems.Ensuring a great customer experience is delivered at every touch point.Taking calls from customers, taking Ownership of the callRaising support tickets to enable tracking and resolution of the customer requestInvestigating and resolving customer complaints then closing support ticketMaintaining and updating the CRM database and customer service databasesEscalating inquiries to the appropriate team, when necessaryChecking product or service availabilityAssisting customers with registration or account creationPassing customer feedback onto the product or sales team to improve the organisation’s offeringsRaising claims with couriers for lost or damaged packagesRaising refund requestsProcess cancellationsPerson Specification/Skills Good Customer Service SkillsAbility to develop and maintain good relationships at all levelsDriven to deliver performance and resultsCustomer focusedOpen minded and able to embrace and influence changeExcellent oral and written communication skillsPlanning and organizing skillsInitiative and decisivenessAble to work under pressure and to tight deadlines Staff Benefits On Site ParkingStaff & Family & Friends DiscountsCompany Events & OutingsIndividual & Team based bonuses Working Pattern Long Term Permanent roleMonday - Friday Shift Options Full Shift (9pm-5:30pm)37.5 Hours per week