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Online Support Assistant – Poole – Salary of £19,000

Online Support Assistant – Poole – Salary of £19,000

Bond Williams
Professional Recruitment

Online Support Assistant – Poole – Salary of £19,000

An Online Support Assistant is required for our client based in Poole to join their Web and Customer service teams. The role will consist of delivering exceptional customer service, following company procedure and reviewing processes to improve the service.

Main responsibilities:

  • Fielding & handling all incoming calls via the dedicated website number, all emails and chat and tickets via website and Live Chat
  • Liaising with Warehouse to support dispatch process
  • Managing orphan transactions daily
  • Managing the returns process (including creating sage returns, logging on call-off log and refunding the customer)
  • Liaising with the Finance team in this regard and to check that Sage matches the in house system in terms of ‘banked’ money plus reconciling returns
  • Liaising with couriers & customers regarding delivery issues as required
  • Logging stats for customer enquiries (telephone, email & Live Chats), returns etc. to key stakeholders
  • Identifying repeat enquiry types and work with the Web Team to encourage self-help on website
  • Supporting the wider Web Team with merchandising tasks such as putting promotional assets live.
  • Keeping website search terms up-to-date in the backend of the system.
  • Managing website reviews, setting these live and responding to customer queries Employee’s
  • Making sure all orders are processed and dispatched on time by the warehouse
  • That the system-generated emails to customers are correct in terms of content, in the right language and are kept up to date
  • Liaising with the web and legal teams to lead the improvement of the FAQ section of the website
  • Challenge existing processes and introduce new processes/procedures to maximise efficiency
  • Maintaining an up to date, current and detailed knowledge of the entire line

Key Skills:

  • Customer service experience and retail experience is essential
  • Computer literate
  • Administration (order processing / transactions)
  • Excellent telephone manner
  • Excellent organisational and time management skills
  • Ability to empathise with others
  • Attention to detail
  • Excellent verbal and written communication skills with internal and external stakeholders
  • Passion and energy and a good sense of humour

For more information on this role, please send your CV to [email protected] or alternatively you can apply online.

Bond Williams Professional Recruitment are an equal opportunity employer and operate as an Employment Business and Recruitment Agency

Maximum file size: 78 MB.

Job Overview
Category
Office & Commercial
Offered Salary
Up to £19000 per annum
Consultant
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