Customer Service / Live Chat Advisor

Neptune HQ, Swindon - Contract, full-time

The role

Customer service excellence is what sets us apart at Neptune. To deliver this it takes dedication, hard work and passion from every single person that interacts with our customers, whether that's in our stores, via phone, email and, most recently, our brand new online live-chat service. That's where you come in. We are looking for a highly motivated and energetic people-person who loves to talk to customers. Working on a fixed term contract for up to a year, you'll be articulate and professional but warm, enthusiastic and engaging with the ability to easily build rapport, so our customers are assured they are in safe hands.

Step into our world and you'll discover beautiful furniture, kitchens, upholstery and home accessories along with all the little things that help to give a home soul. Our teams are a collective of creatives, designers, makers and make-it-happen people. And every one of us cares. About everything really, be it the materials we use or simply about always doing the right thing.

Working in partnership with the retail and customer experience team, primarily through our web messaging platform but also via phone, social media and emails, in this fast paced and busy role, you will:

  • Be responsible for enhancing and enriching the customer experience by providing correct product information, order updates, processing payments and offering advice and product recommendations where appropriate
  • Seek out information, when it's not to hand immediately, by liaising with internal teams and our retail network, following up with the customer promptly
  • Collate, process and manage customer orders, data and information within our CRM and order management system
  • Create and maintain great relationships with our internal teams and retail network

Our world is changing, therefore we need to be there for our customers when they need us, so, much like our retail stores, our Customer Hosts will be required to work flexibly including evenings and weekends. There will be a requirement to work from both our HQ in Swindon, Wiltshire and from home.

To be successful in the role you will need to have exceptional customer engagement skills, a practical approach to problem solving and experience of working in a similar retail or customer service environment. You'll be articulate and have first-class interpersonal and communication skills, strong administration and MS Office skills.

If you feel you have what it takes to help us go above and beyond in delivering service excellence, please send your up to date CV and salary details to us. In return we offer a competitive salary and a great range of benefits.