Due to continued expansion, we are currently seeking a Customer Service Advisor to join our team. The successful candidate will process customer orders quickly and accurately and will make relevant product recommendations whist ensuring a best-in-class customer experience.

Responsibilities will include:

• Accurately and quickly process phone and post orders in a courteous and professional manner.
• Up-sell relevant products to customers on phone orders to aid customers success in growing.
• Manage customer queries over the phone in a professional and caring manner.
• Answer customer service emails/letters in a professional manner ensuring the customers queries are fully resolved or appropriate follow up steps are clear.
• Send out catalogues requested by customers.
• Respond to social media posts and manage customer queries providing information as required and handling complaints in a sensitive way.
• Respond to customer feedback left on review sites.
• Embrace new technologies such as chat bots and provide customer support as required.
• Keep customers informed if we need to substitute/cancel items on their orders.
• Be a customer advocate and always have the customers best interests at heart. Strive to ensure every customer’s expectations are exceeded by going above and beyond.

The Person:

• Previous customer service experience in a fast-paced environment.
• Minimum of 5 GCSE’s A-C including Math and English.
• An excellent communicator ‘customer friendly’, both verbally and written and an ability to work on own initiative.
• High level of both numeracy and literacy.
• Computer literate, proficient on Microsoft Office programs.
• Possess strong attention to detail, able to work accurately and quickly.
• Must be well organised.

Marshalls is an Equal Opportunities Employer