Senior Customer Service Representative Job In Northampton

ABOUT YOU

As a Senior Customer Service Representative, you will be passionate about building strong relationships with our customers and providing the best level of customer service possible. You will be calm under pressure, ensuring you are always providing accurate and up-to-date information. You will have a passion for our products, keeping up to date with new product launches and any promotions that we are currently running. You will be crucial to the overall online customer experience that the company offers.

Main Duties and Responsibilities

Your key responsibilities are:

• Investigation and resolving customer queries and complaints via telephone, email and web chat
• Tracking customer orders and raising investigations with the delivery company where necessary
• Keeping accurate records of all customer interactions
• Escalating inquiries to the appropriate team member/manager when necessary
• Passing customer feedback to the appropriate teams to constantly aid improvement
• Collaborate with other departments to ensure the best service is always provided
• Follow communication procedures, guidelines and policies
• Check product availability and provide information about the product as requested by the customer

Skills and Knowledge

The Customer Service Representative is expected to have the following skills and knowledge:

• Previous experience in a customer service role
• Excellent verbal and written communication skills with a strong command of the English language
• Ability to multi-task and manage time effectively
• Good comprehension skills - having the ability to understand the issues customers present
• Ability to work calmly under pressure
• Able to work as part of a team as well as individually
• IT Literate