Customer Service Assistant

About the Role

We are seeking a friendly and organised Customer Service Assistant to join our team. This role involves providing exceptional support to our customers by managing inboxes, resolving queries, tracking lost parcels, and addressing customer needs efficiently and professionally. If you’re proactive, detail-oriented, and enjoy problem-solving in a fast-paced environment, this role offers an excellent opportunity to grow and make a meaningful impact.

As a Customer Service Assistant, you will be the first point of contact for our customers, ensuring their queries are resolved promptly and to the highest standard. Whether it’s tracking orders, processing returns, or answering product questions, your role will be integral to delivering a seamless customer experience.

Responsibilities

Customer Support & Query Resolution:

• Respond promptly and professionally to customer enquiries via email, chat, and phone.
• Assist customers with product information, order tracking, and general queries.
• Investigate and resolve issues related to lost parcels, damaged items, or incorrect orders.
• Process refunds, replacements, and returns accurately and efficiently.

Inbox & Workflow Management:

• Monitor and manage customer service inboxes to ensure all queries are handled within set timeframes.
• Prioritise tasks effectively to address urgent issues and maintain workflow.

Problem Solving & Resolution:

• Liaise with couriers and suppliers to resolve delivery or product issues.
• Proactively identify common problems and escalate recurring issues to management for process improvement.
• Offer alternative solutions when appropriate, balancing customer satisfaction and company policies.

Documentation & Reporting:

• Maintain accurate records of customer interactions, complaints, and resolutions.
• Prepare daily reports on customer service metrics, highlighting trends and areas for improvement.

Experience:

• Previous experience in customer service, retail, or a related field (preferred but not essential).
• Strong written and verbal communication skills, with the ability to convey information clearly and empathetically.
• Proficient in using email, live chat systems, and CRM tools (training provided).
• Excellent problem-solving skills and the ability to think on your feet.
• Strong attention to detail, ensuring accurate records and resolutions.
• Ability to manage time effectively and prioritise tasks in a busy environment.
• A positive and professional attitude, with a focus on delivering exceptional customer service.

Job Types:

Full-time, Permanent

Pay

From £12.25 per hour

Benefits:

• Casual dress
• Company pension
• Employee discount
• On-site parking
• Free parking
• Store discount

Schedule

• Flexible shifts, Monday to Friday
• Occasional weekend availability as needed
• Job Types: Full-time, Permanent

Education

A-Level or equivalent (required)

Experience

• CRM software: 1 year (required)
• Responding to Emails: 2 years (required)
• Managing Inbox: 1 year (required)
• Customer Service: 2 years (required)