Overview

Position Title:Customer Resolution Advisor

Company:Hermes

Location:Norwich, 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.