Senior Customer Service Advisor

Provide first class Customer Service to Frasers Group customers through all available channels.
Be motivated to perform key role duties both in the office environment and if required, working from home.
Being flexible on approach to the role as business needs evolve, especially during peak periods.
Take ownership of customer contacts and Grade 2/Whitemail complaints/escalations liaising with your team leader for guidance and achieve the best solution for the customer. You will extract any learnings from the experience and embed them in the team to support best practice.
Act on customer feedback to recover potentially lost customers and/or resolve concerns, by listening to agents and having regular meetings with your Team Leader to discuss improvements.
Complete your own assigned work within SLA and work towards maintaining 100% target/satisfaction rate, whilst also working with the team to ensure agents are achieving their set goals.
Manage specific problems that arise on the issue reporting sheet, and identify possible learning and development opportunities for colleagues and departmental procedure.
Offer support to marketplace duties such as; eBay, Amazon, Pentagon and PayPal as per business needs.
Delivering group training sessions on subject matter highlighted from your time spent on the issue reporting sheet and on Grade 2/Whitemail escalations, to agents within the team.
Any other assignments as instructed by superior as and when required.

Candidate must possess at least a Diploma or Degree in Advertising/Media, Business Studies/Administration, Mass Communications, E-commerce or equivalent.
2 years experienced in customer service or call center.
Excellent communicator over the phone with ability to maintain a friendly and calm manner when dealing with all customers.
Good knowledge in Microsoft Office applications.
Must have a good understanding of retail and administration functions.
Able to priorities tasks, take own initiative and meeting deadlines.
A team player, flexible and high adaptability skills to meet business needs.
Fluent spoken and written English.
Able to work on night shift during weekday, weekend and public holiday (8am - 5pm & 7pm to 4am).

1. Employee Purchase Discount
2. Medical & Insurance Benefits
3. Learning & Development