Customer Advisor

6 months ago

Welwyn Garden City, United Kingdom PayPoint Network Ltd Full time

Monday - Friday 9am - 5.15pm with one in every three Saturdays with a day off during the week.
- £21,630 plus benefits
- Hybrid working**Main Responsibilities**:

- Handle queries or escalations from both external clients & retailers within agreed SLA’s.
- Providing updates to both retailers, internal teams & external clients until end resolution.
- Refer issues and questions to managers if necessary
- Meet call handling targets and objective, Daily, weekly monthly
- Prioritise workload effectively, achieving agreed targets and objectives.
- Build and develop strong working relationships with Retailers & Clients
- Portray a positive image of the company always maintaining a professional manner when communicating with retailers, customers and clients.
- Support other Retail Operations functions with ad hoc outbound/inbound calling projects and administrative work as and when required.
- Complete and action adhoc calling files received from clients through outbound calling.

**Attributes**:

- Excellent interpersonal & verbal communication skills with the ability to liaise with a diverse group of retailers.
- A well-organised individual who is self-motivated and confident and can work well, even when under pressure.
- Someone who possesses a flexible approach to work and welcomes and adapts easily to change.
- Ability to work as an individual but also as part of a team
- Ability to use initiative when needed and take the lead.
- Someone who works well without close supervision after full training.
- Ability to work within set guidelines and follow procedures.
- A good listener who can quickly identify the issue and provide accurate guidance on its resolution.
- Tenacious in seeking the resolution of issues / problems.
- Strong time management, organisation and prioritisation skills in order to successfully meet deadlines and control own workload.
- Previous experience of working within a busy customer service environment.
- Previous telephony experience
- Experience of answering telephone queries effectively and working within tight deadlines.
- Competent use of Microsoft systems (especially Excel) and other planning tools
- Experience of dealing with internal and external customers ensuring that customer satisfaction is achieved at all times.
- Used to working in a fast paced environment that can at times be demanding.
- The ability to work weekends on a rota basis

**Description**

**Key Responsibilities**
- Undertake outbound calls to existing retailers to improve parcel scanning compliance.
Complete training in relation to the Collect+ scanning process & device functionality.
Communicate retailer responsibilities in relation to contractual Collect+ SLA’s

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