Customer Service Advisor
Lavazza Group
full-time
Posted on:
Location Type: Office
Location: London • United Kingdom
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About the role
- Undertakes customer inquiry / clarification or complaint and works with internal departments to solve issues
- Works closely with relevant teams and departments in drafting structured documents for customer inquiries/complaints
- Performs order entry and fulfillment, verifying accuracy of order details
- Provides relevant order shipment information to customers
- Correctly enters data within the billing system
- Ensures the accuracy of payment information
- Performs return requests, tracks returned products, and processes refunds efficiently
- Accurately records customer inquiry/clarification and complaint in CRM
- Ensures compliance with relevant laws and regulations
- Keeps track of KPIs and metrics related to customer service performance and prepares reports
Requirements
- Performing order-to-cash management process
- Customer inquiry / clarification or complaint
- Accurate order entry and timely fulfillment
- Shipment tracking
- Managing billing data and payment information
- Interacting with internal departments to solve customer order related issues
- Handling order returns and refunds
- Documenting customer interactions
- Keeping track of KPIs and metrics related to customer service
- Preparing reports for management
- Collaboration & Partnership
- Communication & Impact
- Problem Solving & Decision Making
- Leading People
- Planning & Managing Priorities
- Big Picture & Vision
- Customer Orientation
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
order entryorder fulfillmentshipment trackingbilling data managementpayment information accuracyreturn processingCRM documentationKPI trackingreport preparation
Soft skills
collaborationcommunicationproblem solvingdecision makingleadershipplanningcustomer orientation