Customer Advisor

3 weeks ago

Welwyn Garden City Hertfordshire, United Kingdom PayPoint plc Full time

Monday - Friday 9am - 5.15pm with one in every three Saturdays with a day off during the week.
£21,630 plus benefits 
Hybrid working 

Main Responsibilities:
  • Handle queries or escalations from both external clients & retailers within agreed SLA’s.
  • Providing updates to both retailers, internal teams & external clients until end resolution.
  • Refer issues and questions to managers if necessary
  • Meet call handling targets and objective, Daily, weekly monthly
  • Prioritise workload effectively, achieving agreed targets and objectives.
  • Build and develop strong working relationships with Retailers & Clients
  • Portray a positive image of the company always maintaining a professional manner when communicating with retailers, customers and clients.
  • Support other Retail Operations functions with ad hoc outbound/inbound calling projects and administrative work as and when required.
  • Complete and action adhoc calling files received from clients through outbound calling.

Attributes:

 
  • Excellent interpersonal & verbal communication skills with the ability to liaise with a diverse group of retailers.
  • A well-organised individual who is self-motivated and confident and can work well, even when under pressure.
  • Someone who possesses a flexible approach to work and welcomes and adapts easily to change.
  • Ability to work as an individual but also as part of a team
  • Ability to use initiative when needed and take the lead.
  • Someone who works well without close supervision after full training.
  • Ability to work within set guidelines and follow procedures.
  • A good listener who can quickly identify the issue and provide accurate guidance on its resolution.
  • Tenacious in seeking the resolution of issues / problems.
  • Strong time management, organisation and prioritisation skills in order to successfully meet deadlines and control own workload.
Candidate Requirements:
  • Previous experience of working within a busy customer service environment.
  • Previous telephony experience
  • Experience of answering telephone queries effectively and working within tight deadlines.
  • Competent use of Microsoft systems (especially Excel) and other planning tools
  • Experience of dealing with internal and external customers ensuring that customer satisfaction is achieved at all times.
  • Used to working in a fast paced environment that can at times be demanding.
  • The ability to work weekends on a rota basis
Description

Description Act as liaison between Collect+ carriers (clients) & Retailers to solve any parcel processing issues. Providing updates on complaints or escalations to both parties to ensure a satisfactory resolution. The role will involve contacting retailers through outbound calling or email, to both carriers & retailers. Administration will also be undertaken to ensure the accurate recording of information or process fulfilment in our back-office systems.

Key Responsibilities

Key Responsibilities Undertake outbound calls to existing retailers to improve parcel scanning compliance.
Complete training in relation to the Collect+ scanning process & device functionality.
Communicate retailer responsibilities in relation to contractual Collect+ SLA’s

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