Customer Service Advisor

3 weeks ago

Maidstone, United Kingdom Harper & Guy Recruitment Solutions Full time

**Our prestigious client is looking for 4 customer service advisors to join their expanding team**

**JOB PURPOSE**:
To support customers in full issue resolution by utilising a combination of own customer service skills and knowledge, and liaison with internal and external stakeholders, whilst working within business agreed SOPs; to ensure customer satisfaction and ahigh-quality service are maintained at all times.

**KEY RESPONSIBILITIES**:

- Receive and record in a correct and precise manner, onto a computerised system, internal and external enquiries resulting from the services provided by the business
- Escalate operational and transport matters likely to impact service provision, to line manager or hierarchy as per instruction
- Ensure that all enquiries and problems are answered promptly, investigated and resolved, within the customer service SOPs and standing financial instructions( and in accordance with KPIs)
- Support as required, customer requests for direct issues, special picks and emergencies, liaising with all associated departments
- Liaise with customer service colleagues, providing support as required in the provision of excellent service to our customers
- Investigate missing orders and where necessary authorise customer ‘credits’ or ‘declines’ within a given limit, in adherence with line manager instruction and customer service SOPs
- Develop the relationship and lines of communication between the business and customers
- Support stock requirements from new customers, and changing needs for existing customers, to ensure product availability
- Proactively liaise with customers to ensure they are aware of any relevant product or service issue that may impact them
- Deal with and resolve customer complaints relating to products unfit for purpose and/or within warranty periods, liaising with all associated departments and organisations
- Support the business’ national target for continued improvement of customer satisfaction scores
- Act as a point of contact between internal/external stakeholder and customer as appropriate, ensuring information is disseminated swiftly and accurately
- Proactively manage issues regarding potential detrimental change/impact to normal service
- Maintaining an understanding of and responsibility for the health, safety and security of self, others and business property
- Contribute to own personal development
- Ensure own actions support equality, diversity and rights
- To conduct as required, other duties or instruction within scope of the post and appropriate to the grading

Skill, knowledge and experience:

- PC literacy
- Work on own initiative
- Problem solving and resourcefulness
- Excellent written and verbal communication
- Planning, prioritisation and management of workload
- Confidence in liaison with all stakeholders
- Pleasant, helpful and ‘can-do’ attitude
- Belief in our service and its benefits to our customers

£21,154 per annum
- Confidence to communicate with a range of people on a range of matters
- Can contribute to own self growth and personal development
- Maintaining an understanding of and responsibility for the health, safety and security of self, others and business property
- Act in ways that support equality and value diversity
- Input, store and provide data and information in accordance with GDPR and other relevant legislation

The closing date for this position is 10th August. Please send over your CV in the first instance to

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