Customer Care Specialist – Multi-Channel Support

Origin Suregreen Limited are a retail and wholesale supplier of landscaping, fencing and gardening products. We are looking for a Customer Care Associate to join our team in Finchingfield, Essex.

As a Customer Care Associate, you will be involved in providing excellent service to our customers, assisting at our on-site Trade Counter, as well as providing timely and professional responses within our various online platforms and over the telephone. This is a multifaceted role that encompasses a variety of responsibilities aimed at providing exceptional customer service across different communication channels and platforms. You will be responsible for ensuring customer satisfaction and loyalty through effective issue resolution and support while maintaining a positive and professional demeanour.

The shift pattern for this role covers our core operating hours of 7:00am–6:00pm, with the following shifts:

• 7:00am–4:00pm
• 8:00am–5:00pm
• 9:00am–6:00pm

During the off-peak season, the shorter operating hours are 7:00am–5:30pm.

Weekend working will be required for this role.

Main Responsibilities

• Multi-Channel Communication: Engage with customers through in-person interactions, telephone calls, web chat, and platform messaging, ensuring clear and effective communication.
• Customer-Focused Approach: Maintain a positive, empathetic, and professional attitude toward customers at all times, building rapport and trust.
• Prompt Response: Respond promptly and professionally to customer enquiries, complaints, and feedback, ensuring a high standard of service.
• Product Knowledge: Provide detailed information about available products and services, answering any questions customers may have.
• Issue Resolution: Investigate and resolve customer issues effectively, providing solutions or escalating matters to the appropriate team when necessary.
• Order Management: Process quotes, orders, take payments, issue refunds, and manage returns while assisting customers with delivery-related issues.
• Record Keeping: Maintain accurate records of customer interactions, transactions, comments, and complaints for future reference and analysis.
• Cross-Department Collaboration: Work collaboratively with internal departments to ensure the effective resolution of customer issues, fostering a team-oriented environment.
• Account Management: Establish new customer accounts, accurately recording information in Linnworks and Salesforce to ensure seamless data management.
• Administrative Support: Manage daily administrative tasks efficiently, prioritising workload to meet customer service objectives.
• Feedback Analysis: Identify trends in customer feedback and suggest improvements to enhance the overall customer experience and service quality.
• Escalation Management: Refer advanced cases to management for resolution, providing necessary background information to facilitate a timely response.
• eCommerce Support: Support the eCommerce team with administrative tasks as required.

Skills and Experience

• At least 2 years’ experience in Customer Care or a similar role
• Ability to thrive in demanding environment, multitasking while keeping focus on the customer
• Experience using CRM systems
• Solid computer skills, including MS Office
• Ability to remain calm when dealing with difficult customers
• Excellent work ethic, self-motivator and driven
• Ability to quickly learn and retain product information
• Strong written and verbal communication skills
• Ability to demonstrate patience and understanding
• Good planning and organisational skills

It’s you we’re interested in

At Origin, we want everyone to have an equal opportunity to achieve their full potential. We positively encourage applications from all suitably qualified and eligible candidates, regardless of their gender, ethnicity, disability, age, sexuality, religion or belief, marital status, pregnancy and maternity.

Having a diverse and inclusive business is vital for our future success and that’s why we treat all our applicants fairly and with respect, irrespective of their background or any other protected characteristic.

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