Customer Service Advisor

Job Description
Unineed is the fastest Cross-border E-commerce Platform empowered by our bespoke system Xtopus, which helps both ourselves and other sellers to sell its products globally faster through all major digital marketing channels and achieve stronger profit margins.
Unineed currently specialises in the beauty industry, and targets the US, UK, Europe and the rest of the world. Currently, we ship to over 150 other countries from our fulfilment centers in Glasgow & China, and Texas.
Unineed is run by a group of young entrepreneurs. Our company is fast growing on the international market often achieving significant year-on-year revenue growth .
We aim to become the industrial leader for cross-border ecommerce in the next 10 years and become a global leader in the next 20 years to help brands, retailers and manufacturers expanding on the oversea market through digital channels.
We are looking for an enthusiastic and experienced
Customer Service Advisor
to join our expanding team. We are looking for an individual with a passion for delivering outstanding customer service and thriving in a fast paced office environment.
As a contact for our customers, the successful applicant would be able to handle a wide range of queries and would be expected to deal with these in a professional manner. You will work closely with the Customer Service Manager to ensure outstanding service is delivered to every customer from worldwide.
Primary Duties include
but are not limited to:
Answer incoming customer enquiries from all channels (email and occasionally phone) to company standards
Stay up-to-date on new products, services and policies
Collect and report customer feedback to ensure that best practice is recognised and maintained
Engage with customers in a friendly and professional manner whilst actively listening to their concerns
Offer support and solutions to customers in accordance with the company's customer service policies
Maintain positive relationships with customers to ensure repeat and return customers
Identify and meet the needs of each individual customer
Ensure customer service standards are high and comply with company policy
Ensure each customer case adheres to company policy and is compliant with procedure
Contact couriers on a regular basis for investigative purposes and maintain excellent business relationships
Keep up to date with shipping rules and regulations
Work under supervision at an elementary level to plan, organise, prioritise and oversee own daily activities to efficiently meet business objectives
Other duties as requested
Skills required:
You need to be a visionary and understand Unineed's long-term global vison
You need to have strong leadership skills
You need to be a people person to fit with the existing team culture
Excellent communication skills (written and verbal)
Ability to work as part of a team
IT competent (knowledge of Freshdesk will be advantageous)
Good numeracy skills
Attention to detail and accuracy in the workplace
Ability to identify, investigate and solve problems under pressure
Possess strong organisational and multitasking skills
Ability to demonstrate judgment, tact and diplomacy always
Product knowledge of skincare, cosmetics and fashion accessories would be beneficial but not mandatory, as full training will be given
Beyond the areas listed above, a successful candidate will be expected to roll up their sleeves and assist in other areas of the business as required.
Salary - £25,000