CUSTOMER SERVICE ASSISTANT

Kelsey Media; Horncastle; Hybrid; GBP 20,000 - 25,000; Part time

Job summary

A dynamic media company is seeking a dedicated Customer Service Representative based in Horncastle. This role involves managing customer inquiries via phone, email, and chat for various magazines and events. Key responsibilities include ensuring high standards of service and maximizing customer satisfaction. Applicants should possess strong communication skills and previous customer service experience is preferred. The position offers a part-time or full-time schedule with 25 days of holiday plus perks such as free parking.

Benefits

25 days holiday + birthday off

Free parking

Qualifications

• Excellent all-round communication skills.
• Familiar with Microsoft Office products.
• Previous customer service experience would be an advantage.

Responsibilities

• Answering incoming calls, emails, and chats from customers.
• Responding to customer enquiries quickly and efficiently.
• Maximising the value of every call by offering additional products.

Skills

Communication skills

Attention to detail

Problem-solving

Tools

Microsoft Office

Job description

About us: Kelsey Media is fast-moving content media business. We publish a range of specialist consumer and business magazines in print and in digital formats. We also publish several websites, and we run a series of live events. We have office in Horncastle, Lincolnshire and in Yalding, Kent.

This role is based in Horncastle.

Job description: To provide a high-quality, efficient service, and whenever possible, resolve request on first contact.

Customers contact us by phone, email, chat. They typically contact us to buy a magazine subscription or a one-off copy, or because they have a query related to a subscription, product purchase or an event ticket that they bought online.

As a team, we aim to work to high standards to ensure Kelsey’s values are delivered.

Key responsibilities:
* Answering incoming calls, emails, and chats from customers across a range of specialist and lifestyle magazines and events, to an agreed SLA.
* Responding to customer enquiries quickly and efficiently.
* Constantly striving to improve customer satisfaction.
* Problem solving by clarifying, researching, and exploring answers and alternative solutions.
* Making customer service outgoing calls as directed
* Maximising the value of every call by offering additional relevant products which may be of interest to our customers.
* Ensuring that all administration tasks are completed accurately and on time.
* Build sound product knowledge including digital and company websites
* Support the warehouse team when required.

Key results/Objectives
* Answer all calls within 3 rings.
* Respond to customers email promptly to ensure we meet SLA targets
* Maintain Kelsey Publishing’s high standards of customer service.

Reporting to
Customer Service Team Leader

Skills and experience
* Excellent all-round communication skills
* Excellent attention to detail
* Good problem-solver
* Familiar with Microsoft Office products
* Comfortable using various online applications
* Comfortable handling basic digital support queries
* Able to work independently and as part of a team
* Previous customer service experience would be an advantage

Location, hours, and benefits
* This role is office-based, in Horncastle, Lincolnshire. You will work at least three days a week in the office.
* Hours are 8:30am – 5pm although part-time hours will be considered
* We do occasional weekend work around events, either providing email support from home, or helping on-site. This is organised on a voluntary basis wherever possible.
* 25 days holiday + your birthday off
* Free parking

To apply for this role please send your CV to [e-mail]