Customer Service Advisor

Department: Customer Service

Responsible To (Job Title): Head of Customer Service

Location: Cotswold 3, Barnwood Point, Corinium Avenue, Gloucester, GL4 3HX

Hours: 5 days in 7 on rota, 08:30-17:00 = 40hrs per week

Salary: £26,240 per annum, onsite at Barnwood Point

Main Purpose:

Deal with any incoming customer enquiries, ensuring that all customers are receiving the best service.

Responsibilities:

• Deal with any incoming customer enquiries through our omnichannel CRM platform and ERP system, delivering excelling customer service.
• Deal with any customers in our Gloucestershire showroom, delivering excellent customer service.
  Liaise with other departments within the company to help resolve customer enquiries.

Skills:

• Dedication to delivering excellent customer experience.
• Excellent communication both verbally and written.
• Ability to listen actively.
• Ability to demonstrate empathy and warmth in omni channel responses.
• Ability to manage difficult conversations and/or communications.
• Problem solving approach.
• Ability to manage workload effectively.

The summary of main duties & responsibilities is not intended to be an exhaustive list of tasks performed. You may be required to undertake additional duties as are necessary to promote the smooth and efficient running of the business.

Qualifications & Experience:

• Experience of CRM and ERP systems
• Minimum of 1 year customer service experience

Pooky Personalities:

• Enthusiastic - demonstrates engagement, interest, and a willingness to learn.
• Do the right thing - be honest and open in all that you do and say.
• Problem solvers - be excited about finding solutions that improve our business, customer service and culture.
• Smart - be keen and inquisitive, constantly questioning, observing, and delving into the depths of knowledge with a curiosity that fuels thoughtful and perceptive thinking.
• Committed - take ownership for everything you do and be a positive ambassador for Pooky in and out of work.
• Team player - be supportive of each other, working together for the benefit of us all.