Customer Service Advisor

3 weeks ago

Milton Keynes, United Kingdom Response Personnel Ltd Full time
Customer Service Advisor
6-month temporary contract
£12.00 per hour
Hours of work: Monday - Friday 08.30 - 17.00
We are recruiting for a Customer Service Advisor to work for our innovative and global client based in Milton Keynes.
2 weeks fulltime on site whilst training, then hybrid 2 days on site and 3 days WFH
Job purpose: Customer Service Advisor
To deliver an excellent service to all customers as an 'information and administration provider' providing the highest level of customer satisfaction to ensure customer loyalty. Ensure all customer and Retailer requests are responded to and actioned ensuring customers are fully informed and have been guided through their contract.
Responsibilities: Customer Service Advisor
Responding efficiently and professionally to incoming emails, calls, live chats and text chats within the agreed timescale, provide one stop resolution for customers, Retailers and internal colleagues. Identifying and assessing customer's and Retailer needs to achieve satisfaction. Record all queries and action points on the relevant department customer contact system, process customer accounts and file documents, ensuring adherence to data protection requirements.
Resolve customer and Retailer concerns by clarifying complaints; determining the cause of the problem; advising the best solution; following up to ensure resolution and escalating when required, based on severity.
Responsibility for Service Contract Agreements for ensuring all correct documentation is received, resolving any issues and queries directly with Retailers and Customers.
Pass & maintain relevant accreditation/compliance/ knowledge to the desired standard. Ensure company standard of communication with customers (internal and external) reached on all calls, emails, live chats, text chats and correspondence adhering to strict targets.
Administration of all contract amendments, activations and cancellation requests received throughout the duration of the Service Contract ensuring adherence to data protection requirements and service levels.
Completion of other ad-hoc tasks that may be deemed necessary, assigned by either direct manager or other.
Being proactive in the creation and development of new processes and department improvements and new system implementations which enhances the customer experience.
Be an active part in creating a customer centric culture and future proof the team to serve customer needs on customer terms (24/7 customer centric approach) - change management.Skills / Experience: Customer Service Administrator
Proven customer service experience.
Strong phone contact handling skills and active listening.
Customer orientation and ability to adapt/respond to different types of characters.
Excellent communication and negotiation skills (written and oral) letter/email writing including accurate English grammar.
Ability to multi-task, prioritise and manage time effectively while maintaining strong attention to detail.
To be computer literate with various packages such as Word, Excel and Cofico/SAP.
Comfortable working with targets.
Patience and ability to manage stress.
Problem-solving skills.
Experience within a Contact Centre environment, desired but not essential.
Ability to work under pressure.
Ability to work without supervision.
Excellent Time Management Skills.
Able and willing to take ownership of problems and resolve them to a satisfactory conclusion within predetermined time frames.
Self-motivated with the ability to work within a pressurised environment whilst maintaining focus on personal, departmental and company objectives.
Relevant experience in an administration role.
Response Personnel, an independently owned company and experts in recruitment since 1997.
Specialists in Permanent, Temporary and Contract recruitment within a number of niche divisions and industries, including: Commercial, IT/Telecoms, Industrial and Technical sectors.
For information on other roles, we have available please call (phone number removed) for further details

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