Customer Service Administrator

Customer Service Advisor & Administrative Support

Hours: Full-Time (37.5 hours a week)

Dorking, Surrey

Our client are a fast-growing company full of fun, talented & ambitious people, and they’re on the hunt for more to join them. Based in their offices in Dorking this is a great role looking for someone to build their career in a commercial environment.

Responsibilities (Customer Service )

• Responsible for helping with the smooth sailing of day-to-day customer service at Snakehive, making sure that customer issues are resolved and escalated in a timely and respectful manner
• Responsible for the execution of Snakehive’s customer service policies
• Keep the phones answered, ensure the emails are responded to, and keep the chat-desk chatting away, being sure to call for backup from the team when things get busy
• Work with the logistics and warehouse teams to process returns and correct any issues with customer orders and shipping
• Support with the implementation of new processes and technology in the continuously improving Customer Service Team

Responsibilities (Administrative Support )

• Support with product merchandising and content across our websites
• Help organise and manage our digital assets across the business
• Support with a range of other administrative tasks across the company.

Person Specification

Essential Skills & Knowledge

• Hands on experience interacting with customers and solving their problems on a daily basis in a fast-moving environment is essential for success in this role
• People skills: The ability to understand the subtext to what someone is saying without them saying it is absolutely critical.
• Fluent in written and spoken English
• Proficiency in Microsoft Office
• Working knowledge of Zendesk, Gorgias or a similar virtual customer service centre is desirable but not essential

Personal Qualities

• A hands-on, can-do attitude
• A natural desire to help people and do the right thing
• A natural-born people person, who relishes in the opportunity to take a customer from angry to amazed in the shortest path possible
• A team player who believes if you are not over-communicating then you are under-communicating
• Keen attention to detail
• A quick thinker who can spot problems, find solutions, and communicate them to a team
• Curious in nature and always looking to question, learn, and look for better ways to do things
• You relish working in a small company with a fast paced and high-pressured environment
• Proactive, confident, coupled with strong verbal and written skills
• You are personable, fun, and appreciate that being part of a team is about more than getting the job done