Customer Support

• Communicate with customers courteously and efficiently by email, phone and chat channels
• Maintain weekly reports, which include most commonly asked questions, product returns, customer reviews, etc.
• Partner with our UK Customer Service and Outsourced colleagues to ensure delivering a consistent brand experience across all websites
• Provide product information and offer order assistance to help the e-commerce department achieve sales goals
• Accurately communicate order information, company policies and procedures
• Ensure all inquiries are resolved effectively and in a timely manner
• Work toward daily individual and team goals via a team task master
• Serve as the brand's "front lines" for any product or brand related issues, escalating any issues to Customer Care management in a timely manner
• Liaise directly with our warehouse to resolve any web order delivery questions, monitoring the warehouse email alias to ensure timely responses
• Process returns stock, issuing appropriate refund/credit note and notifying the customer within 48 hours of receipt of goods
• Process daily website orders and backorders via our ERP system
• Provide strategic recommendations to improve the overall customer experience
• Collaborate with fellow advisors to ensure a sharing in workload of daily tasks

Customer Care Advisor

Customer Support Representative

Customer Experience Team Lead

Customer Experience Manager – Business Banking

Customer Experience Representative

Claims Support Specialist II