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Career Opportunity: Customer Service Coordinator

ecommerce customer support job description

Career Opportunity: Customer Service Coordinator

Hours: 40 hours per week

Salary: Competitive

Working Hours: 08:00 – 18:00 Monday to Friday
Saturdays are mandatory – 1 in 4 Saturdays to be worked each month 9:00 – 14:00

Reporting to: Customer Service Manager

Summary of expectations:

You will be dealing with a number of queries from our customers, accessing both our internal and carrier systems. You will be responsible for meeting internal SLAs on service, but also have the additional responsibility of ensuring that all response times and standards are met in regard to communication with customers.
The role is to provide updates on tracking and general parcel queries. Initiative is crucial as you will be acting on behalf of our customers at all times. You will be dealing with a large number of customers. Communication channels will be over the phone and email.
To strive in this job, you will need to be able to read the situation and look ahead to get the query resolved with as little work as possible. What will set you apart in this role is an ability to read the situation, understand what the desired outcome is and look to escalate a situation to the correct level with the supply of all required information to get the situation resolved.

Main Job and responsibilities:

– Ensure quality of customer services
– Dealing with high volumes of customer enquiries quickly and efficiently by phone, email and internal alerts
– Anticipate possible delays or complications and work towards minimising them, i.e. use of internal alerts to solve problems before the customer is aware of them
– Act as a first point of contact for all tracking/parcel queries, proof of delivery requests and claims
– Ensure all SLAs are met
– Establish and maintain good working relationships with customers and office staff
– Provide a high standard of customer satisfaction and service to a growing client base ensuring that an efficient, courteous and professional manner is upheld at all times
– Ensure that customers are updated at least every 24 hours or as and when necessary
– Keep records of customer interactions, enquiries and complaints. Everything to be logged on the in-house ticket system without exceptions
– Handle and resolve customer complaints
– Provide delivery information when requested
– Any other work as required

Personal Specification

– Self-motivated
– Diplomatic and reliable
– Enthusiastic and effective team member
– Good communicator (essential)
– Experience within the industry (desired but not essential)
– Experience in Customer Services (desired but not essential)
– Strong organisational, communication and interpersonal Skills (both written and verbal)

To enquire about this role, please contact Stacey Footitt, Customer Services Manager by emailing [email protected] before the closing date of 22nd October

Simon Wright

As SEO and Content Marketing Manager at the Whistl Group, Simon has over 10 years' experience in both B2B and B2C marketing, and as a result, offers a unique perspective on the pre- and post-checkout delivery experiences. Simon writes regularly for both the Parcelhub and Whistl blogs and is passionate about helping retailers make delivery their competitive advantage.

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