Customer Service Advisor

3 days ago


Solihull, United Kingdom SF Recruitment Full time

SF Recruitment have recently partnered with an up and coming business that are looking for a Customer Service Advisor.
You will investigate and respond to a variety of queries and questions from customers related to their products, aiming to resolve queries within the first contact where possible, and ensuring an excellent customer experience is delivered.

**Salary**: £20,000 - £25,000 (dependant on experience)
Flexible working hours - 2 days in the office 3 days from home
Discretionary 10% bonus
Gym Membership
- Accurately investigating, resolving, and responding to customer enquiries via all communication channels, while adhering to standard operating procedures and guidelines
- Ensuring that all outbound written communications are produced with correct grammar and spelling, and in line with the Wise tone of voice and brand guidelines
- Accurately recording all customer communications, interactions, comments and complaints in the CRM system
- Communicating and coordinating with colleagues where a query cannot be dealt with in the first contact, ensuring that resolutions are provided in a swift manner
- Escalating queries that are close to, or failing agreed SLAs
- Providing input and feedback on process improvement opportunities around the customer experience
- Staying up to date with the latest developments in Wise products, as well as changes to guidelines and legislations around tax and VAT
- Experience in dealing with inbound customer enquiries and making outbound calls, ideally in a contact centre environment - essential
- Proficient in using internal CRM systems for updating customer records and documenting all customer interactions - essential
- Proficient in general IT systems such as Google Workspace (ideal) and Microsoft Office, as well as internal communication channels such as Slack and Microsoft Teams
- Financial background (e.g. Tax and VAT) is highly desirable but not essential
- Ability to speak Romanian is highly desirable, but not essential



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