Senior Customer Service Advisor

Trafford Park, Manchester
Shoalter Automation (UK) Ltd
Senior Customer Service Advisor MediaCityUK, M50 Full-time, 37.5 hours per week Shift rotation, includes weekends £24,000 per annum A vacancy has arisen for a Senior Customer Service Advisor to help and support our growing operation in MediaCityUK. Shoalter Automation (UK) Ltd, a subsidiary of the HKTV Group, is embarking on an innovative and ground-breaking new venture. As a global pioneer, we are introducing the first fully automated convenience stores to the UK market and beyond. Leveraging cutting-edge robotics, custom-engineered machinery, and intelligent software informed by the HKTV Group’s vast expertise, our goal is to establish a frictionless shopping experience that will transform the industry while addressing contemporary challenges. To bring our vision to life, we are continually seeking skilled professionals to join our team, where diversity, equity, and inclusion are core principles. We are dedicated to fostering a supportive and inclusive work environment for all employees, offering ample opportunities for professional development. Key Responsibilities of the Senior Customer Service Advisor As a Senior Customer Service Advisor, you will play a crucial role in providing exceptional customer service and ensuring customer satisfaction. Your primary responsibilities will include: Raising support tickets to enable efficient tracking and resolution of customer requests. Investigating and resolving customer complaints in a timely manner, then closing support tickets. Maintaining a comprehensive database of customer inquiries and developing related Standard Operating Procedures (SOPs) for effective knowledge management. Escalating complex inquiries to the appropriate team, ensuring prompt resolution and customer satisfaction. Monitoring and checking product or service availability, providing accurate and up-to-date information to customers. Assisting customers with order pick up and ensuring a smooth and seamless experience. Proactively gathering and passing on customer feedback to the product or sales team to continuously improve our organization’s offerings. Key Requirements & Qualifications of the Senior Customer Service Advisor Previous experience in a senior customer service role. Strong problem-solving skills with the ability to investigate and resolve customer complaints effectively. Excellent communication and interpersonal skills to interact with customers and cross-functional teams. Attention to detail and ability to manage multiple tasks simultaneously. Proficiency in using customer service software and tools. Demonstrated ability to create and maintain SOPs. Strong organizational and time management abilities. Attention to detail and ability to manage multiple tasks simultaneously. Proficiency in using customer service software and tools, such as Gnatta, is a plus Demonstrated ability to create and maintain SOPs. Strong organisational and time management abilities. What We Offer: A competitive salary and benefits package. Opportunities for professional growth and development within the company. A supportive and collaborative work environment. The chance to contribute to the success of an industry-leading organisation. If you are a highly organised and motivated professional looking for a challenging and rewarding role, we would love to hear from you. Shoalter Automation (UK) Ltd is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We encourage applications from all qualified candidates, including those from underrepresented groups. We thank all applicants for their interest; however, only those selected for an interview will be contacted. Shoalter Automation (UK) Ltd is a direct employer, we do not deal with agencies