Overview

Position Title: Customer Resolution Advisor

Company: Hermes

Location: Southampton, UK

Job Description:

As a Customer Resolutions Advisor, you will be responsible for resolving the issues of undelivered & delivery disputed parcels that have impacted the customer journey. You will resolve enquiries from clients and end customers by telephone, email and CRM and you will take proactive action within local depots to identify physical whereabouts of lost parcels by working alongside our depot and field teams.

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:

  • Must be competent with Microsoft Office
  • Ability to prioritise workload & multitask
  • Experience of end to end enquiry case management
  • 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.