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Customer Service Advisor New

4 months ago

East Grinstead, United Kingdom Clearline Recruitment Full time

This role offers a competitive salary and many attractive benefits to reward you for your hard work, such as bonus schemes, the opportunity for a hybrid role, birthday leave and so much more.

**Responsibilities**
- Responsible for resolving day to day queries including processing of all orders and any correspondence relating to those orders with the customer and other departments
- Utilise the client and in-house hosted ticketing system to provide updates on client queries within the agreed SLA
- Ensure that all queries are actioned in line with client SLA and Standard Operating Procedures.
- Work in partnership with the Accounts Department and the Warehouse resolve any issues that may prevent shipment of an order
- Provide detailed information when requested to the nominated Account Manager
- Process all customer correspondence in line with Customer Service Standards
- Log all internal/external customer issues on Drive and where appropriate put forward solutions to assist with the repair
- Actively support operational change whilst effectively minimising disruption to production and service
- Maintain and improve performance levels to ensure that all elements of the client SLA are met
- Responsible for communicating any issues/information that may impact the delivery of service
- Work in close liaison with Customer Services, Warehouse Team Leaders and externally with customers to facilitate for smooth running of all contracts
- Ensure all business and individual key performance indicators are met
- Contribute actively to achieving departmental service level and targets
- Responsible for managing live chat, dealing with any inbound queries, and passing these onto the relevant departments within agreed timeframes
- 95% of calls answered within 5 rings
- Reports issued by agreed SLA
- SLA adhered to
- Customer queries are responded to in line with the customer service standards.
- All customer issues escalated appropriately and immediately
- Complaints investigated immediately

**Requirements**:

- Experience:_
- Previous knowledge and experience of warehousing and distribution (desirable)
- Previous customer service experience, working to deadlines and SLA commitments and previous financial responsibility
- MS Office skills, particularly Excel & Outlook
- Personal Skills:_
- Good interpersonal skills to build relationships with customers
- Proven ability to work effectively as part of a team
- Good standard of written and verbal communications to provide a high standard of service
- Ability to complete work that requires a high degree of accuracy

**Benefits**
- Company Bonus scheme (£300)
- Following successful probation period opportunity for hybrid working in line with company policy up to 50/50 remote / office working
- Pension, Life Assurance, Healthshield Cash Plan and Discount Perks
- 22 days holiday (plus Bank Holidays) increasing to 25 days after 2 complete holiday years, with the option to buy/sell holiday
- Birthday leave
- Dedicated rest areas with free tea and coffee plus monthly fruit baskets
- Free on-site parking and free electric car charging points
- Dedicated platform for learning and development
- Staff member of the month rewards
- Monthly company social events and an annual awards ceremony
- Employee assistance programme to promote mental health wellbeing
- Cycle to work scheme

**Job Title**:Customer Service Advisor

**Location**:East Grinstead

**Salary**:£21,849 - £25,126 per annum (depending upon experience)

**Full Time**

**For more information, please contact Joe Walker at Clearline Recruitment.