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Customer Service Advisor
2 months ago
**Job Purpose**
Do you have a passion for helping others and giving them peace of mind? Whether it’s getting answers for customers or clients with time critical constraints or consulting with various departments to investigate queries, you will be the difference between their customer/client experience being just average or an exceptional one.
**What you will deliver (responsibilities include)**:
- Investigate and resolve customer service queries. For example
- Confirming orders
- Delivery ETAs
- Late deliveries
- Collections
- Order cancellations and amendments
- Back orders
- Delivery discrepancies
- Liaise with Transport and Suppliers to investigate queries identifying preventative and corrective actions if required
- Record and process collections and liaise with the client/customer as required.
- Log and process client/customer incidents in line with the incident’s procedure
- Maintain administration, filing and strive towards specific KPI’s
- Attend (when required) internal and external conference calls
- Be a key driver and participate in process improvement projects
- Ensure all applicable company quality procedures are always followed
- You may be required to support other areas of the business, so flexibility is a must.
**Who we are looking for**:
- An excellent communicator, both written and verbal
- Compassion and understanding is key within the role
- An understanding of good customer service
- Ability to flex roles when required
**Key Knowledge, essential skills and experience needed**:
- Previous customer service experience
- Exceptional verbal communication skills both verbally and written
- A professional and courteous telephone manner
- Competent in the use of Microsoft packages with a good level of computer skills
- Ability to work under pressure
- Able to work as a team or individually
- Excellent organisational skills with the ability to prioritise workload
- A keen eye for attention to detail
- Accuracy and data entry skills
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