R13 are working in collaboration with a leading retailer in their search for a Part-Time Customer Service Consultant to join their dedicated team based in North Norfolk. The main purpose of your role will be to effectively manage and resolve customer queries/complaints whilst maintaining the highest level of customer excellence.

This is a part-time, permanent position, working 25 hours per week, alternate Saturdays at either 8-4:30 or 9-5:30pm and then the remaining hours can be flexible during the week. The offered salary for this position is £25,056 pro rata.

The company
Offering a broad range of high-quality products, this reputable retailer has over 20 stores across the UK and an established online presence. They pride themselves in creating a positive and engaging working environment for their employees, appreciate the importance of a work life balance and encourage employees to take an active role in shaping the direction of the business.

The day to day

• Handling a high-volume incoming calls, emails and live chats from customers.
• Processing customer orders via our bespoke online system.
• Successfully handling customer complaints by establishing the nature of their contact and collecting all required information.
• Inputting new customer queries and complaints onto the CRM system, including information regarding the nature of the query/complaint, placing this into the workflow based on urgency.
• Collecting enquires and complaints from a shared inbox, allocating workload appropriately.
• Liaising with internal departments and third parties to gather required information.
• Resolving outstanding customer queries on a same day basis.
• Updating CRM systems with progress updates on customer enquiries and complaints.

You will have/be

• Previous experience and passion for delivering excellent levels of customer service as this is very important for the brand.
• Previous complaints handling experience (telephone based or face to face) within an office/retail-based environment.
• The ability to manage and successfully resolve complex customer queries/complaints in a timely and effective manner.
• The ability to remain calm, empathetic and patient with customers who are dissatisfied with an element of service or product.
• A confident communicator and able to handle difficult situations.
• Strong organisational skills coupled with the ability to prioritise workload effectively.

How to apply

To hear more details about this fantastic opportunity please email your CV to Tasha Coe - Senior Managing Recruitment Partner at rthirteen recruitment. If you don’t hear from us within 5 working days upon initial submittal of your CV, please assume you have been unsuccessful.