Job Description:

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.

• 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.

• 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