Customer Service Advisor (Email & Live Chat)

We are seeking a Customer Service Advisor (Email & Live Chat) to provide exceptional live chat support to our customers. In this role, you will be responsible for handling a high volume of customer inquiries, troubleshooting issues, and resolving complaints through live chat. The ideal candidate is tech-savvy, solution-oriented, and able to maintain a friendly and professional demeanour in a fast-paced environment.

Responsibilities

• Respond to customer inquiries via live chat in a timely and efficient manner.
• Provide accurate information about products, services, policies, and technical troubleshooting.
• Resolve customer issues by identifying the problem, guiding them through steps to resolve, or escalating to the appropriate team when necessary.
• Track customer interactions by logging all relevant information into the company’s CRM system.
• Maintain a high level of customer satisfaction by delivering personalized and empathetic customer service.
• Multi-task by managing several live chat conversations at once while ensuring each customer feels attended to.
• Collaborate with other departments (Sales, Technical Support, etc.) to ensure customer issues are resolved comprehensively.
• Provide feedback to management on frequently asked questions or issues that may need additional support or clarity.
• Stay updated on product and service knowledge, as well as company policies, to provide the most effective support.
• Meet or exceed KPIs related to response time, resolution time, and customer satisfaction scores.

Experience, Qualifications & Skills

• Previous experience in customer service, preferably in a live chat support role.
• Excellent written communication skills with attention to detail.
• Strong problem-solving skills and the ability to think critically in real-time situations.
• Ability to multi-task and manage multiple conversations simultaneously.
• Technical aptitude to learn and navigate CRM systems, live chat platforms, and other tools.
• A customer-first mindset and the ability to remain calm under pressure

What We Offer

• 23 days holiday per year (increasing with length of service)
• Your birthday off (paid)
• 4 x salary life assurance
• £500 to spend on your physical or mental wellbeing (think gym memberships, spa days etc)
• Company pension
• Healthcare including 24/7 GP advise & mental health helpline
• Discounts at hundreds of brands you know and love
• Employee assistance programme
• Competitive salary
• Discretionary lunch provided to assist with cost of living

Working pattern

• Monday-Friday / 09:00am – 05:00pm
• Office based at SP1 3TB – Salisbury: reliably commute or plan to relocate before starting work (required)
• Full time
• Work authorisation – United Kingdom (required)

Interested? Want to know more? Apply today!