Borough Kitchen
Working hours:
Full-time office based role (no hybrid or home working available)
Five days a week
9am to 6pm
Tuesday to Saturday
Salary: £13.15 per hour
Borough Kitchen is seeking an Online Customer Service Advisor to join our team.
As an Online Customer Service Advisor, you will be responsible for providing excellent customer service to our online customers through various channels, including email, live chat, and social media platforms. You will assist customers with inquiries, resolve any issues or complaints, and provide product recommendations and advice.
Borough Kitchen is a renowned Cook Shop that caters to the home chef to provide everything needed for at-home entertaining, from the kitchen to the table. We are known for our rigorously testing and selecting of the best products in each category, with a focus on quality, functionality, and durability.
We assist our customers seven days a week. Therefore, our Customer Service Advisors are required to work weekends and bank holidays. Please note that November/December is the busiest period of the year.
Responsibilities
- Respond promptly and professionally to customer inquiries via email, live chat, and social media platforms
- Provide extensive product information, recommendations, and industry leading advice to customers
- Process orders, returns, and exchanges
- Resolve customer complaints and issues in a timely and satisfactory manner
- Ensure customer satisfaction by providing friendly and efficient service
- Maintain accurate customer records and order information
- Work with other teams, such as the warehouse and logistics, to ensure smooth order fulfilment
- Collaborate internally to provide customer feedback on products and online experience
- Maintain and develop strong relationships with suppliers and external service providers
- Stay informed about product updates and promotions
- Work on outbound sales program for our partners and new business clients
- Assist with other administrative tasks as required
Requirements
- Ability to clearly and effectively communicate with customers
- Self-reliance and problem solving
- Experience using a customer service ticketing system, such as Gorgias or Zendesk
- Experience using Shopify and NetSuite is advantageous
- Experience in a retail eCommerce customer service environment
- Excellent written and verbal communication skills
- Exceptional computer skills (GSuite, MS Word)
- A genuine passion for cooking and entertaining
Benefits
- Annual pay review
- Industry-leading discount programme on products for our employees
- Complimentary Cook School classes
- Access to our employee assistance programme which includes free counselling sessions, free financial and legal advice, discounts and cashback offers for over 1200+ brands, and many other offerings around health and wellbeing