Customer Services Advisor
4 weeks ago
**Prime purpose of the role**:
- To provide the customer with an exemplary standard of customer service in accordance with agreed procedures through telephone, electronic or postal communication as appropriate
- To ensure that all defined policies and procedures are adhered to at all times
- To keep an up-to-date knowledge and understanding of all policies/processes and to action all enquiries in accordance with agreed procedures
**Key Responsibilities**:
- To provide front line customer services in line with agreed protocols, timeframes and correspondence handling requirements
- Through effective interaction and communication with stores, internal personnel and selected 3rd party organisations, provide an integrated service to enhance the customer experience
- To identify customers’ needs and deduce the appropriate course of action e.g.holding response pending further investigation, acknowledgement of concerns and close where possible etc
- Accurate recording and data entry of customer details on to the CRM
- Prioritise case load to ensure incidents are dealt with and followed up at regular intervals
- Keep up-to-date with all procedures and products in order to meet customers’ expectations, on a daily basis
- Liaise with Customer Services Management Team for best approach when solutions are unclear
- Answer customers’ questions/enquiries in line with current guidelines taking into account media activity and seasonal stock
- Ensure all technical and call handling targets are met
- Maintain confidentiality, security of information and premises (Data Protection Act 1984)
- Health and Safety at Work responsibility
- To provide support to trainees and colleagues in the job role as required
- To provide support and cover for colleagues during periods of absence
- To support the business with a flexible approach to working patterns that will include weekend and Bank Holiday working when required
- To accurately record clock in/out times for shift pattern to support team productivity and payroll accuracy
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