Customer Service Advisor

Customer Service Advisor, the role involves handling incoming customer enquiries via phone and email, managing order updates, and efficiently resolving service or product issues. They will serve as a key liaison between our customers, courier partners, and suppliers to ensure every query is followed through to resolution.

Key Responsibilities

  • Customer Engagement & Query Management:
    • Provide polite, professional, and empathetic support to customers across incoming phone calls and email queries.
    • Resolve standard enquiries regarding product availability, order status, sizing, and delivery updates.
    • Handle complaints and complex issues (e.g., missed deliveries, damaged items, return requests) with a calm, solution-oriented approach.
  • Issue Resolution & Claims Management:
    • Communicate directly with courier partners (e.g., DPD, Royal Mail, etc) to trace missing packages, investigate delivery exceptions, and file claims for lost or damaged consignments.
    • Coordinate with Couriers and suppliers regarding product warranty claims, repair statuses, or replacement authorizations.
    • Diligently track, log, and follow up on supplier/courier claims to ensure credits or reimbursements are completed.
  • Operational & Cross-Departmental Support:
    • Assist the warehouse and logistics teams with delivery discrepancies, incorrect items, and inventory checks.
    • Process order amendments, cancellations, returns, and refunds accurately in line with company policies.
    • Maintain precise notes and accurate customer records within our system.

Key Requirements & Qualifications

  • Communication Skills: Excellent written and verbal English with a clear, polite, and confident telephone manner.
  • Attention to Detail: High level of accuracy when checking order details, processing claims, and maintaining record logs.
  • Problem-Solving Skills: Resourceful and proactive in following up on outstanding issues until fully resolved.
  • Computer Literacy: Proficient in standard office software, email management, and web-based portal navigation (experience with e-commerce systems or ticketing platforms is a plus).
  • Team Player: Willingness to assist in other operational areas of the business during peak times.
  • Industry Knowledge: Golf knowledge or an interest in sports is helpful, but not essential-full training on our products and operational systems will be provided.

INDWF

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