Customer Service Advisor

4 weeks ago

Birmingham, United Kingdom WS Optical Full time

**JOB POSITION: Customer Service **Advisor**

***
- **JOB SCOPE AND MAIN RESPONSIBILITIES**:
The challenges of the role come from the breadth of knowledge required across systems and products, delivering an effective service during peak season or any operational concerns that may occur, whilst balancing customer demands.

The main success factors of the role are measured with KPIs. We aim to maintain service level by answering 95% of calls within 20 seconds. Ownership and accountability of your actions are key as well as striving to achieve a daily IMAD of 90% or above.
- **AREAS OF RESPONSIBILITIES AND RELATED ACTIVITIES**:

- Provide customers with a variety of solutions, support and information at the time of interaction. Topics include order status updates, order cancellation, order queries, stock issues, technical, resolve EDI queries, deliveries, pricing and promotion. Deliver Customer callbacks to agreed timelines. Log all calls received or made.
- Be accountable for creating quality logs of interaction and contacts on the CRM platforms, taking ownership to avoid duplication, sending to the correct team, completing tickets raised and making follow up calls in a timely manner. This includes adherence to the Customer complaints procedure.
- Escalate issues to Team Manager and Business Development Managers (BDMs) as appropriate.
- To be fully conversant with the IT system that supports the customer & to be able to use efficiently and effectively
- To be fully conversant in all BBGR processes and procedures.
- To ensure that all Customer Services KPI are met on a daily basis
- To ensure that the information given from the company MI system is interpreted & used to give the correct information.
- Contribute to an improvement culture; strive to constantly improve our service to customers.
- Approach the Customer Service position with a ‘can do attitude’ always looking for a better way, using the Mary Gober methodology at every customer interaction.
- To portray a professional image of BBGR and EssilorLuxottica at all times
- To fully comply with all of the departmental standard operating procedures at all times
- Undertake responsibilities in line with company policies and procedures, following Health & Safety guidelines and environmental responsibilities.
- To support the coaching and monitoring process within the Customer Service team and to ensure that telephone calls made to our customer comply with all of the relevant criteria of the ‘perfect call’ process
- To always do the right thing for our customers
- Company Principles and Values: Be a role model holding yourself and others accountable to them and acting in accordance with them at all times.
- WE ARE PIONEERS - bringing heritage into the future
- WE ARE ONE - thanks to many
- WE ARE AGILE - making the complex simple
- WE ARE PASSIONATE - turning inspiration into impact
- WE CARE - close to all no matter how far
- We see the future in sight
- This list is not exhaustive and you may need to carry out other duties within the remit of the role, as requested by your Manager.
- **NETWORK OF INTERACTION**:
**INTERNAL **:Customer Service Manager, Returns Manager, HOD,** **Customer Service Team, Returns Team, Order Entry Processor, Supply Team, Qulaity Team, Production Team, Logistics** **Team, MIS

**EXTERNAL **:External Customers, DX, North Europe CIC
- **PORTRAIT OF A PERFECT CANDIDATE**
- Ability to work as part of a team
- Ability to problem solve and attention to detail
- Excellent attendance and time keeping record
- Excellent organisational skills
- An understanding of Health and Safety in the work place
- GCSE grade or equivalent in English and Maths Numeracy, literacy & IT skills
- Previous experience working within a Customer Service environment, essential
- Excellent optical product knowledge required / Previous experience working within optical industry Excellent listening skills
- Self motivated
- Excellent written and oral communication skills
- Ability to build good working relationships
- Ability to take a pro-active approach and flexible outlook of work
- **LANGUAGES**:
English
- **INTERVIEW STEPS**:
Stage 1: Competency based interview with Customer Service Centre Manager.

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