Job Description

Job description Due to a really successful year, our team is expanding! We\'re hiring for another customer care advisor to join our small and friendly team. About you: Are you passionate about delivering an exceptional customer experience? Do you have experience in delivering great customer service via email, DM and social media platforms? If so, we\xe2\x80\x99d love to hear from you. The role: As a Customer Service Advisor, you will be responsible for the delivery of an outstanding customer service experience. You will endeavour to ensure that the needs of our customers are met in the first instance and you will represent the voice of the customer by providing insights and feedback to the customer care manager and wider team. Despite now having the chance to grow and expand, we are still a small team so you will need to be happy to roll up your sleeves and offer assistance at each point of the customer journey, whether that be via email, social media or live chat. You will also identify pain points and look for opportunities to deliver solutions that will improve the customer journey. Role Summary

• Effectively troubleshoot customer support tickets via email and social media
• Identify customer service pain points and inform management when escalations are needed
• Create meaningful connections with our customers and go the extra mile
• Represent the voice of our customers by providing insights and feedback to the leadership team
• Process customer returns and exchanges effectively and efficiently
• Support with operational duties such as stock management and communications with our couriers and warehouse team

Requirements

• At least 2 years of experience in a customer-focused role, ideally within a helpdesk setting
• Strong written communication, with a natural ability to converse with customers
• Able to work independently and adept at problem-solving
• Flexible attitude toward tasks delegated by their line manager
• A friendly, productive and enthusiastic teammate who is willing to "get stuck in"
• Flexible to work varying shifts, including weekends (from home) and evenings

At our office:

• Competitive salary and annual bonus package
• Weekly overtime available
• Become a part of a driven, energetic, enthusiastic and creative team where you can make a real difference
• Beautiful co-working office located in Cardiff, with a shared kitchen and a variety of break-out spaces
• Pension scheme
• Office-first, hybrid working model, with weekends working from home
• A fun and friendly team with regular team-building events
• Fully stocked on healthy snacks, tea and coffee

If this feels like the opportunity for you, then be sure to email over a cover letter with your C.V. At the top of your cover letter write the word \'observant\' in capital letters. Job Types: Permanent, Part-time Contracted 20 hrs per week with overtime available Job Types: Part-time, Permanent Salary: \xc2\xa39.35-\xc2\xa310.60 per hour Expected hours: No less than 18 per week Benefits:

• Casual dress
• Company events
• Company pension
• Employee discount
• Free parking
• On-site gym
• On-site parking
• Work from home

Schedule:

• Day shift
• Flexitime
• Overtime
• Weekend availability

Supplemental pay types:

• Bonus scheme

Ability to commute/relocate:

• Splottlands: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Are you fully flexible/available to work any day of the week? If no, please specify the days (and times if relevant) when you are available.

Experience:

• Customer service: 2 years (required)
• E-commerce: 1 year (preferred)

Language:

• English fluently (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person