Customer Service Advisor (Part-Time)

Customer Service Advisor

Monday to Friday 5 Days a week

09.30 - 14.30 or 10.00 - 14.00

Role Summary
The Customer Service Administrator is responsible for undertaking administrative duties and improving the administrative practices within the Customer Service team.

To work closely with all areas of the business to resolve customer enquiries, in line with agreed SLA’s and procedures for Perfect Pet and Now Pet brands, to deliver an exceptional customer centric experience for our customers.

This role will also include handling customer enquiries using our chatbot/live chat on both our websites, plus enquiries received via social media. There will also be a requirement to deal with telephony queries, as required.

Responsibilities

1. Ensure four mailboxes are responded to within agreed SLA’s
2. LiveChat messages to be replied to within 20 seconds of the chat being presented
3. Replying to social media messages within 20 minutes for Twitter (X) and Facebook and 30 minutes for Instagram
4. Administration related queries resolved within 24 hours
5. Dealing with customer enquiries in a productive and initiative-taking manner and providing phone cover for the CS telephone agents when required
6. Ensuring Trustpilot invitations are sent daily, as per agreed targets
7. Achieving first contact/early resolution
8. Dealing with any levels of dissatisfaction when they arise and providing accurate information regarding regulatory timescales
9. Voicemail messages responded to within 4 hours
10. Implement and adhere to the Company's procedures and policies
11. Find solutions to discrepancies by collaborating with other employees and correcting any errors
12. Productivity; right first time, every time approach
13. Create efficient and effective methods for tracking customer service data
14. Answering questions verbally and in written format from co-workers, customers, or stakeholders regarding customer service, as experience of industry and company increases
15. Operating in an industry authorised and regulated by the Financial Conduct Authority

Experience, Qualifications & Skills

1. Team player
2. Able to provide great Customer Service to all customers that you encounter
3. Computer literate
4. Comfortable communicating on the telephone
5. Experience working in a similar role or the desire to learn new skills
6. Great diligence
7. Excellent organisational skills
8. Comfortable working in an environment with SLA’s & KPI’s

What We Offer

1. 23 days holiday per year (increasing with length of service) Pro rata for part-time
2. Your birthday off (paid)
3. 4 x salary life assurance
4. £500 to spend on your physical or mental wellbeing (think gym memberships, spa days etc)
5. Company pension
6. Healthcare including 24/7 GP advice & mental health helpline
7. Discounts at hundreds of brands you know and love
8. Employee assistance programme
9. Competitive salary
10. Discretionary lunch provided to assist with cost of living