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Customer Service Advisor

Permanent/full-time

Location: On-site, Bolton (BL1)

Salary: £22-24k base

The Role:

The Klinsmann Partnership is now seeking to appoint its first Customer Service Advisor due to business growth.

Working closely with other internal departments at Klinsmann, you will be expected to manage a wide range of customer queries (both B2B and B2C categories) around their order processes in addition to any potential problems with individual orders. You will be doing this by multi-tasking across various systems/contact channels whilst providing consistently outstanding service throughout our customers’ journeys with us.

Although this is a new role for TKPL, there is certainly the potential for this role to be the first of a wider Customer Service team here, giving you the opportunity to step up to managing/building a team around you in due course.

Your responsibilities will include activities such as the following:

* Respond to customer queries across multiple brands via multiple channels i.e. inbound phone calls, emails, and live chat messages

* Ensure timely and effective resolution of customer queries within the company's target resolution time

* Collaborate with internal teams (e.g., product, warehouse, marketing) to resolve customer issues accurately

* Maintain and update customer records in the CRM system, ensuring data accuracy

* Track and report on common customer issues to suggest improvements to products, services, and processes

* Provide a positive customer experience by offering proactive solutions and following up on unresolved queries

* Participate in establishing and then take responsibility/accountability for managing a robust and satisfactory complaints process for customers

We are looking for candidates to have some experience/attributes in the following key areas:

* Most importantly, at least 1 year experience in customer service, preferably in a multi-channel and/or multi-brand environment, is essential

* Some level of knowledge of customer service software (e.g., Zendesk, Freshdesk, or similar CRM systems) would be very desirable, but not essential

* Basic knowledge (at a minimum) of Microsoft Office Suite

* Familiarity with live chat tools and email management systems

* Experience of working with customers in both B2B and B2C environments would be highly advantageous, but not essential so long as you have worked in at least one or the other

* Experience in at least one of the retail or E-Commerce sectors would be beneficial

You will need the following skills in order to succeed in this role:

* Excellent verbal and written communication skills for clear and professional customer interactions

* High-quality literacy/numeracy skills

* Strong problem-solving abilities to handle diverse customer issues efficiently

* Ability to multitask in order to work on a large number of different customer queries at any one time and manage multiple channels of communication

* Empathy and patience when dealing with customers, ensuring that they consistently have a positive impression of their exchanges with you, and by extension TKPL as a company

* Any foreign language skills that you can offer would also be of interest

Benefits:

* Very reasonable working hours – you’ll be working 9am-5pm Mondays to Fridays, so you won’t have any weekend or evening shifts to worry about!

* 25 days’ holiday allowance per year (in addition to bank holidays)

* Smart-casual dress code (wear whatever you feel comfortable in)

* Diverse, international workforce

* Relaxed, low-pressure office environment; but with a keen focus on delivery and achieving success

* Fun social events outside of work

* Modern, professional office in a convenient location in Bolton town centre with nearby public transport options/motorway access and free on-site car parking available

* We are very open to new ideas, so please feel free to suggest/request anything that we can do in order to make you more likely to perform at your maximum, and we will certainly do our best to implement it if it makes sense for everyone

The Company:

We are a fast-growing start-up marketing business, with our key focus currently being on the vaping/nicotine alternatives market.

Our goal is to ensure our Bar Juice 5000 brand retains its position as the UK's fastest selling brand in its category and expand into new markets in Europe, while also creating/growing other high-performing brands in addition