Customer Service / Office Administrator

Are you passionate about providing excellent customer service? Are you the type of person who loves problem-solving? If so, you could be joining one of the Fast Track 100 E-Commerce companies based in the North West.

You will be part of a dedicated small team responsible for retaining customer engagement. Queries will range from payment issues, delivery/tracking information, product information, warranty claims, as well as general customer service queries.

This is a Monday-to-Friday role based on a 37.5 hour working week working 8 hours per day between 8-6 (eg 8-4, 9-5 or 10-6) to be agreed with the successful candidate.

Key Accountabilities:

• Provide an end-to-end excellent customer experience via a variety of platforms including phone (both inbound and outbound) email and live chat.


• Provide a professional and value-based approach when dealing with customers and colleagues.


• Support customers with their orders/sales through various platforms and generate/process sales where applicable.


• Communicate clearly with customers and colleagues to ensure a seamless customer journey and fulfilment of both customer and business needs.


• Review, monitor and engage with customers via company social media platforms including our review boards (Trustpilot, Google, BBB and NPS)


• Keep up to date with organisational changes to policies and processes.


• Contribute to the Operational Excellence culture and build relationships based on trust, support, transparency and respect.


• Carry out all duties with honesty and integrity, utilise expertise whilst always striving to add value, do the right thing and work together with colleagues across the business.


• Perform in accordance with KPI's set and performance/behaviour standards.
  
  A positive attitude to work and a team player


• Excellent customer service, impeccible organisational skills and a professional telephone manner


• Experience of working within a fast-paced environment


• Drive and determination to support the company in times of growth


• The ability to work under pressure and to strict deadlines


• Experience of using google sheets and a fast typing speed is preferred; on the job training, support and feedback will be provided., GCSE or equivalent (preferred)


Experience:

• office: 2 years (required)


• call centre: 1 year (preferred)
  
  instasmile is one one of the fastest growing global dental cosmetic brands with a strong following across the UK and USA.


We are motivated by making high quality, custom-made dental products available to all, from our life changing clip on veneers to teeth whitening products, night guards and retainers. And we are always looking to innovate and continue to make a difference to our customers, helping them to smile with confidence

Our culture is focused on making Smart Lab Solutions sustainable and successful for our people and clients, with this our company values are at the heart of everything we do;

• Do it right


• Do it together


• Do it with pride


• Enjoy doing it