Description
We are seeking a proactive and detail-oriented Customer Service Advisor to join our Customer Experience Department within a leading parcel delivery company. This role focuses on handling enquiries received via chatbot escalations and email, supporting both clients (business partners) and end customers. The successful candidate will investigate real-time delivery queries, including missing or damaged parcels, ensuring accurate updates and effective solutions.
Key Responsibilities
- Manage and respond to enquiries escalated from the chatbot system and via email.
- Investigate delivery issues, liaising with internal teams (operations, couriers, account management) to gather information and resolve cases.
- Investigate real-time delivery queries such as delayed, missing, or damaged parcels.
- Provide updates and resolutions for both clients (business accounts) and customers.
- Liaise with internal teams (operations, couriers, depots, and account management) to gather information quickly.
- Accurately log and track all enquiries using internal systems.
- Draft professional, clear, and empathetic written responses.
- Monitor and prioritise workload to meet Service Level Agreements (SLAs).
- Provide feedback on recurring issues and contribute to service improvement initiatives.
- Support the optimisation of chatbot responses to enhance the digital customer journey.
Skills & Experience
Essential:
- Experience in a customer service or support role (ideally in logistics, delivery, e-commerce, or contact centre environments).
- Strong written communication skills with excellent grammar and attention to detail.
- Ability to investigate and resolve issues methodically in a time-sensitive environment.
- Calm, empathetic, and professional approach when dealing with challenging situations.
- Competence in using CRM systems, email platforms, and case management tools.
- Ability to manage multiple priorities in a fast-paced environment.
Desirable:
- Familiarity with chatbots and digital customer service tools.
- Knowledge of complaint-handling procedures and regulatory requirements.
Key Attributes
- Empathetic and customer focused.
- Resilient and adaptable under pressure.
- Proactive, with a solutions-driven mindset.
- Strong organisational skills and attention to detail.
- Team player who can also work independently.
Benefits
- Pay Rate: £12.21 per hour increasing to £12.91 after 12 weeks
- Hours: Monday to Friday, 08:00-18:30 (staggered start times, 8-hour shifts)
- Hybrid Working: Up to 2 days per week working from home once fully trained
- Opportunities for training and career development.
- Be part of a dynamic, supportive, and customer-focused team.
