Customer Service Administrator

15 April 20242024-04-15
Dorking, Surrey
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Customer Service Advisor & Administrative Support

Hours: Full-Time (37.5 hours a week)

Dorking, Surrey




Our client are a fast-growing company full of fun, talented & ambitious people, and they’re on the hunt for more to join them.  Based in their offices in Dorking this is a great role looking for someone to build their career in a commercial environment.


Responsibilities (Customer Service )

  • Responsible for helping with the smooth sailing of day-to-day customer service at Snakehive, making sure that customer issues are resolved and escalated in a timely and respectful manner
  • Responsible for the execution of Snakehive’s customer service policies
  • Keep the phones answered, ensure the emails are responded to, and keep the chat-desk chatting away, being sure to call for backup from the team when things get busy
  • Work with the logistics and warehouse teams to process returns and correct any issues with customer orders and shipping
  • Support with the implementation of new processes and technology in the continuously improving Customer Service Team


Responsibilities (Administrative Support )

  • Support with product merchandising and content across our websites
  • Help organise and manage our digital assets across the business
  • Support with a range of other administrative tasks across the company.

Person Specification


Essential Skills & Knowledge

  • Hands on experience interacting with customers and solving their problems on a daily basis in a fast-moving environment is essential for success in this role
  • People skills: The ability to understand the subtext to what someone is saying without them saying it is absolutely critical.
  • Fluent in written and spoken English
  • Proficiency in Microsoft Office
  • Working knowledge of Zendesk, Gorgias or a similar virtual customer service centre is desirable but not essential

Personal Qualities

  • A hands-on, can-do attitude
  • A natural desire to help people and do the right thing
  • A natural-born people person, who relishes in the opportunity to take a customer from angry to amazed in the shortest path possible
  • A team player who believes if you are not over-communicating then you are under-communicating
  • Keen attention to detail
  • A quick thinker who can spot problems, find solutions, and communicate them to a team
  • Curious in nature and always looking to question, learn, and look for better ways to do things
  • You relish working in a small company with a fast paced and high-pressured environment
  • Proactive, confident, coupled with strong verbal and written skills
  • You are personable, fun, and appreciate that being part of a team is about more than getting the job done