Overview
Position Title:Customer Resolution Advisor
Company:Hermes
Location:Plymouth, UK
Job Description:
Hermes has undergone a significant transformation moving from a parcel-centric business to a customer-focused business. There continues to be a significant investment into IT realising Hermes’ vision of being a digital business with data being a significant enabler for the Hermes Business Strategy.
Responsibilities:
- Prioritise and clear the UP queue having contacted clients and customers to establish correct addresses / label / packaging issues
- Ensure a timely response to email queries from customer service i.e. addresses queries/delivery disputed within an agreed SLA of 4 hours
- Conduct thorough investigation of all undelivered parcels to ensure compliance and full resolution to the end customer
- Conduct thorough depot searches to locate missing parcels ensuring CRM enquiries are fully resolved within SLA and customers/clients updated accordingly
- Investigate queries, identifying the location of parcels, contacting our couriers for updates and where necessary feeding back to client or customer
Requirements
- Competent with Microsoft Office
- Have the ability to prioritise workload & multitask
- A clear & confident communicator
About Hermes
We’re the UK’s consumer delivery specialist, providing flexible and affordable delivery options to home, work, ParcelShops and Lockers, delivering more than 640 million parcels a year with a mission to be the UK’s carrier of choice.