Customer Service Advisor

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.