[Hiring] Customer Service Assistant @Talent Shore

Role Description

Join a UK-based marine retail business and help deliver excellent customer service across its specialist marine brands. You will be a key point of contact for customers by phone and email, helping with product questions, orders, deliveries, returns, and complaints. This is a varied, customer-facing role for someone who enjoys helping people, solving problems, and taking ownership of enquiries from first contact through to resolution.

Key Responsibilities

• Customer Emails:
  • Responding to questions about products.
  • Responding to order and delivery enquiries.
  • Checking order status and providing customers with updates.
  • Assisting customers with returns, exchanges, and refunds.
  • Dealing with stock availability enquiries.
  • Investigating missing, delayed, or damaged deliveries.
  • Responding to product-related questions.
  • Following up outstanding customer issues.
  • Escalating more complex matters to the appropriate member of the UK team.
  • Writing clearly, professionally, and in a friendly manner.
• Telephone Customer Service:
  • Providing order updates.
  • Helping customers identify suitable products.
  • Answering general product questions.
  • Checking stock availability.
  • Assisting customers who are experiencing problems with an order.
  • Handling delivery enquiries.
  • Taking information from customers and arranging follow-up where required.
  • Transferring or escalating specialist enquiries to the appropriate colleague.
• Customer Complaints:
  • Listening to and understanding the customer's concern.
  • Investigating what has happened.
  • Reviewing order information and previous correspondence.
  • Liaising with colleagues, suppliers, or couriers where necessary.
  • Keeping the customer informed while the issue is being investigated.
  • Helping agree an appropriate solution within company guidelines.
  • Escalating sensitive, unusual, or higher-value complaints where required.
• Order & Delivery Support:
  • Tracking customer orders.
  • Checking courier information.
  • Investigating delayed or missing parcels.
  • Liaising with couriers where appropriate.
  • Identifying fulfilment or order issues.
  • Checking whether products have been dispatched.
  • Helping resolve incorrect, incomplete, or damaged deliveries.
  • Updating customers until the matter has been resolved.
• Product Support:
  • Helping customers locate products on websites.
  • Checking product information and specifications.
  • Assisting with basic compatibility questions.
  • Directing more technical questions to the appropriate member of the team.
  • Learning commonly purchased products and frequently asked questions.
• Returns, Refunds & Exchanges:
  • Explaining the returns process.
  • Checking the status of returned items.
  • Assisting with exchanges.
  • Following up on refunds.
  • Gathering information relating to faulty or damaged products.
• Customer Service Standards:
  • Respond promptly and professionally.
  • Communicate clearly and in plain English.
  • Keep customers informed rather than leaving them to chase for updates.
  • Take ownership of enquiries and follow them through.
  • Record clear notes so colleagues can understand what has happened.
  • Escalate issues when necessary rather than allowing them to remain unresolved.
  • Treat customers fairly and courteously, even where they are frustrated or upset.

Qualifications

• Proven experience in Customer Service, Customer Success, or a similar customer-facing role.
• Strong experience handling customers via email and telephone.
• Excellent written and spoken English.
• Strong problem-solving skills.
• Strong organisational skills.
• Comfortable working independently in a fully remote environment.

Requirements

• Experience in e-commerce or online retail.
• Experience in customer service for an online store or product-based business.
• Experience in order processing and order management.
• Experience in handling returns, refunds, and exchanges.
• Experience in customer complaints and issue resolution.
• Experience working with e-commerce, order management, CRM, or customer service platforms.

Benefits

• Flexible working hours.
• Remote working opportunity.
• Supportive team environment.

Company Description

We are a UK-based marine retail business focused on delivering excellent customer service across our specialist marine brands.