Customer Service Advisor

Customer Service Advisor – Wigan – Permanent – £26k per annum + Bonus

Forrest Recruitment Ltd are delighted to be working exclusively with this successful family run, leading independent distributor who have been established for over 60 years. They are based in the heart of Wigan and as a company, they pride themselves on their customer service levels and 5-star reviews. Reporting to the Customer Service Manager, they are seeking an experienced customer focused candidate to join their Customer Service/Sales team which boasts some very long-standing employees. Working in an open plan, busy environment with 12 x staff, the role involves handling after sales queries and complaints from B2B/B2C to maintain customer satisfaction.

Daily duties will include:

• Handling incoming calls/emails/live chat queries and complaints from customers – the company process approximately 4,500 orders per month
• Dealing with issues such as late deliveries/products damaged in transit, broken products in their warranty period/items missing/faulty products
• Logging and investigating the query through to resolution (which could involves tracking orders on courier’s portals or asking for photos/videos as evidence of faulty products to send to the technical team)
• Processing refunds/credits and returns
• Liaising with manufactures to organise warranty repairs
• Responding to comments from customers on social media
• Using the inhouse system to track/update information, along with third party courier portals
• Keeping the customers up to date on resolution
• Working to Consumer Rights Act procedure to handle queries from the general public in the correct manner

Working hours:

• Monday to Friday
• 8am – 4:30pm

To be successful in this role, you will have a minimum of 12 months customer service experience than office/call center environment and the ability to build relationships. They are looking for a friendly, proactive team player who will have a positive outlook and not get phased by negative calls – someone who can look at an issue and make it better! The office has a real collaborative, team feel and all support each other, the company offer comprehensive training and there is always someone on hand to help.

Company Benefits: 20 days holiday + BH, paid day off for your birthday (rises with length of service) free parking, quarterly bonus up to £2000 per annum (based on the company and personnel performance) kitchen facilities, Christmas party and private medical insurance plan.

For more information regarding the above role, please call Rhiannon/Leanne on [phone removed] or forward to CV for consideration.

Please note that due to the high volume of applications we receive, only those successfully shortlisted for the role will be personally contacted.

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