Job Title: Customer Care Advisor
Department: Customer Care
Contract: 12 Months Maternity Cover
Reporting to: Customer Care Team Leader
Hours: 37.5
Location: Home-based
Date: April 2025
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Are you passionate about making a positive impact on people's lives? Do you thrive in a dynamic and fast-paced environment? If so, we have the perfect opportunity for you! Join our team as a Customer Care Advisor and embark on a fulfilling journey where your skills, dedication, and passion for customer satisfaction will be the driving force behind your success. Full training will be provided.
?You should be a well presented individual and will be able to work extended hours during peak periods as required.
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GFS has been trading since 2001 and is the UK's leading carrier management company, we work with brands such as Molton Brown, Mamas & Papas and Dune Shoes amongst others. During our 20+ years of operation GFS has developed an obsession for driving carrier performance for the benefit of our customers. We have exciting growth plans, providing real opportunity for career progression.
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Main Areas of Responsibility:
- Call Handling within timeframes set out within the KPI's;
- Action of emails in a prompt manner in timeframes set out within the KPI's;
- Booking of collections; tracking of collections; within the timeframes set out in the KPI's;
- Raising tickets in the agreed timeframes set out in the KPI's;
- Resolving tickets in the agreed timeframes set out in the KPI's;
- Tracking of consignments;
- Pass all customer escalations to the Customer Services Manager in a prompt manner;
- Ensures that the company satisfies both its internal and external customer needs;
- Pass all customer complaints to the Customer Services Manager in a prompt manner;
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- Communicating courteously with internal and external customers by telephone and email;
- Keeping up to date with any organisational changes in products or services;
- All other reasonable requirements as specified by senior management.
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Education and Experience:
Essential:
- Self- Motivated, ambition to succeed, motivational;
- Experience within a customer service/call centre environment;
- Ability to communicate and influence suppliers to deliver a premium service
Desirable:
- Experience in the parcel industry
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Personal:
- Strong ability to impact and influence;
- Excellent interpersonal understanding;
- Excellent communication skills;
- Listens to and values the opinions of others;
- High level of integrity, trust and respect;
- Ability to make decisions;
- Good problem solving skills;
- Approachable, adaptable and flexible;
- Challenges assumptions and encourages change;
- Positive 'can-do' approach
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