Customer Care Advisor - Maternity Cover - Global Freight Solutions : Job Details

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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