Customer Service Advisor

5 months ago


Smethwick, United Kingdom Air Liquide UK Full time

**Customer Service Advisor**

**Job Reference**: R10029318

**Job Title**:Customer Service Advisor

**Location**:Smethwick

**Hours of work**:Monday - Friday 8am - 5pm (on site)

**The Role**

We are looking for an experienced Customer Service Advisor to join us at Energas to be a key team player responsible for all of our customers needs and to deliver outstanding customer experience.

**What you will be doing**
- Handles requests from customers in a local site/depot or branch environment. Includes new account and pricing set up, issuing quotations, order entry, queries and internal communication with operations and sales teams
- Deals with customer orders, requests, enquiries via telephone and over the trade counter
- Raises manual notes for permitted scenarios and updates Manual Log
- Raises credit notes adhering to the credit note request procedure
- Takes payments from customers and reconciles banking for gas and hardgoods products
- Calculates commission payments to agents and makes adjustments to cylinder holdings
- Completes manual template to create Proforma Invoices as required
- Provides rapid resolution to issues and assesses when a contact requires escalation or referral to an expert
- Develops and maintains knowledge of products, services and systems as required
- Identifies sales opportunities for referral to the sales team
- Develops strong long term relationships with customers and agents to fully understand their needs
- Provides proactive service to select customers based on outbound contact
- Manages work within KPI / target framework to optimise customer experience and productivity
- Process cash and card payments over the counter securely and responsibly
- Take initiative by informing regular customers of new products or services and price changes
- Listen to and resolve customers' complaints regarding products or services
- Answer customers' questions about merchandise and advise customers on merchandise selection
- Be instrumental in accurate and timely stock counts

**Required Qualifications and Competencies**
- Confident and clear communication skills across all contact channels
- Demonstrated ability of working within a fast paced, customer facing environment, maintaining high levels of customer service
- Capable of prioritising workload and solving problems
- Able to remain focused in a busy telephone and retail environment
- Willingness to learn about industry, products, customer and agent requirements
- Knowledge of engineering and welding processes and requirements is advantageous but not essential as full training will be given

**Additional Information**
- Location: Smethwick
- Salary: competitive depending on experience
- Contract: Permanent contract
- 5 days on Site Mon-Fri
- Mentoring schemes
- Perks at work
- Dedicated talent development team to help your career progress
- Mental health wellbeing ambassador support

If you feel you have the skills and knowledge to join our team we would love to hear from you. Please click on the job description and apply.

**Job Types**: Full-time, Permanent

Work authorisation:

- United Kingdom (required)

Work Location: In person



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