Customer Service Advisor

Please note: This is a fully office-based position and does not offer hybrid or remote working. About Towelrads At Towelrads, we're passionate about making heating both practical and stylish. Offering a fantastic range of towel rails and radiators, we combine quality products with great value and friendly customer service to help customers create warm, comfortable and great-looking spaces.

Role Purpose To deliver an outstanding customer experience by managing customer enquiries, orders, deliveries, and complaints through multiple communication channels. The Customer Service Advisor will act as the primary point of contact for customers, ensuring issues are resolved efficiently while maintaining the high standards of service expected at Towelrads.

Key Responsibilities Customer Enquiries Handle incoming and outgoing customer calls professionally and efficiently. Respond to customer emails within agreed service levels. Provide customers with accurate product, pricing, stock and order information.

Build positive customer relationships and deliver excellent service at every interaction. Order Management Process customer orders accurately and efficiently. Manage order amendments, cancellations and returns. Ensure customer records and order details are accurate and kept up to date.

Liaise with internal departments to ensure smooth and timely order fulfilment. Deliveries & Logistics Monitor and track customer deliveries. Investigate and resolve delivery issues, including delays, shortages and damaged items.

Liaise with couriers, suppliers and warehouse teams to resolve issues and provide timely updates. Keep customers informed throughout the delivery process. Administration & Reporting Maintain accurate records of customer interactions, queries and case notes.

Update CRM and internal systems with relevant and accurate information. Complete administrative tasks relating to orders, deliveries and customer enquiries. Support reporting requirements and the monitoring of service performance. Essential Skills & Experience Previous experience in a cust...

Report this job