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Customer Service Advisor

8 months ago

Macclesfield, United Kingdom Metro Rod Drain Care & Repair Full time

Due to the expansion of our team, we are looking for customer service advisors to work in our Call Centre based in Macclesfield.

The successful applicant will be responsible for:

- To act as first line response to orders, enquiries, questions, and complaints, troubleshooting problems where appropriate and providing detailed information to clients in a timely manner.
- Ensuring client details are input into the system accurately, and maintaining comprehensive information, which is fit for purpose, in the relevant system.
- To make outbound calls where necessary and as agreed.
- To work collaboratively with other Customer Service Advisors to ensure that information relating to clients is accurately captured and maintained.
- To develop a comprehensive knowledge of terms of business and service level agreements of each client / Franchisee within area of responsibility.
- To escalate any issues which cannot be resolved to a more senior manager.

The specific job requirements are:

- Where first time resolution cannot be achieved, managing expectations of the client or Franchisee by informing them of the next course of action, with appropriate timescales.
- To research a range of electronic and paper-based documents and resources to develop knowledge of service level agreement and client requirements.
- To aim to resolve client complaint and escalations first time.
- Where necessary or appropriate, provide clients with details of other products and services.
- To systematically ensure that client information is added and maintained in relevant system, managing time effectively to ensure that all information is captured in a timely way and is available to other Customer Service Advisors.
- To ensure that there are appropriate contingencies in the event that you are not able to answer calls within the scope of the service level agreement (i.e. re-routing calls to colleagues or escalating if necessary).
- To ensure follow up calls are made, where necessary, to give updates to clients when needed or pre-agreed.
- To document all call information according to standard operating procedures.
- Any other duties commensurate and within the general scope of the level of the role and as directed by a more senior manager or colleague.

At a minimum, we are looking for someone with the following qualities:

- Educated to GCSE standard (or equivalent) with a pass in maths and English
- An understanding of customer focus and customer service standards/KPIs
- Knowledge of office processes and procedures, particularly related to call centre environments
- Experience of providing customer focussed service over the telephone or written
- Experience working in a busy call centre environment, with a large volume of calls
- Experience in “up-selling” or providing further work recommendations
- Excellent verbal and written communication skills
- Ability to simplify complex information to non-technical callers
- Ability to multi-task and prioritise
- Advanced IT and telephone skills

**How to apply**:
**If you are interested in joining**
**our team, please send your CV and a brief description about why you think you’re suitable for the role to