The Role: Customer Service Representative (Technical) – Thurrock - £25,000 to £30,000

Our client an online retailer is looking for a full-time customer service representative to join their fast-paced and ever-expanding team.

They are seeking a dedicated and customer-focused individual to join the team as a Customer Service Representative for their online retail store. As a vital part of the company, you will be responsible for delivering exceptional customer service and support to our valued customers. Your expertise and passion will help ensure customer's overall satisfaction with our products and services.

Job Responsibilities

• Respond promptly and professionally to customer inquiries, concerns, and issues through various communication channels, including phone, email, and live chat.
• Provide technical assistance and product advice to help resolve customers' queries.
• Efficiently track shipments and handle any potential delivery or shipping issues.
• Develop a deep understanding of our products, staying up to date with the latest advancements and industry trends.
• Assist customers in resolving technical problems and issues they encounter with our products. Troubleshoot problems and coordinate with the technical team for more complex matters.
• Manage customer returns and refund requests, following company policies and guidelines. Aim to resolve issues efficiently while maintaining a positive customer experience.
• Address and resolve customer complaints with patience and empathy, seeking appropriate solutions to ensure customer satisfaction.
• Identify opportunities for upselling and cross-selling complementary products or accessories to enhance the customer's overall experience.
• Proactively gather feedback from customers to understand their needs and preferences. Relay valuable insights to the management and marketing teams to improve products and services continually.

Candidate Requirements

• Prior experience in customer service or sales
• Eagerness to learn and keep up with technological advancements is essential.
• Excellent communication skills, both verbal and written, to interact with customers professionally and provide clear and concise responses.
• Strong problem-solving skills to assist customers effectively and efficiently in resolving their inquiries and technical issues.
• A customer-centric approach with the ability to empathise with customers' concerns and exhibit patience during challenging situations.
• Capable of handling multiple customer inquiries simultaneously while maintaining accuracy and attention to detail.
• Comfortable using computer systems, customer service software, and other tools necessary for the role.
• A collaborative attitude, willing to work closely with other team members and departments to achieve collective goals.

The Package

• Salary: £25,000 - £30,000 depending on level of experience
• Monday – Thursday 9:00am – 6:00pm (1 hour lunch break) Friday 9:00am – 5:00pm
• Free Food Friday - enjoy lunch on the company once a month
• Full training provided
• Diverse group of employees
• A family-like relationship amongst staff
• We are always looking to innovate our business through technology
• Growing business looking to develop the skills of our staff
• Free hot and cold drinks
• Car parking on site
• All offices air conditioned
• Brand new warehouse and office in Stanford Le Hope - July 2024
• Currently Thurrock based