Customer Service Representative
4 weeks ago
The Customer Services Advisor plays a critical role in the success of Wiltshire Farm Foods' business. Our customers, predominantly elderly, rely on our office teams to take their orders over the phone or via the internet.
The defining characteristics of our Customer Services Advisors are that they are organised and efficient, with excellent communication skills. They demonstrate empathy, patience, kindness, friendliness, care, and warmth to all our customers.
The role involves taking customer orders, making outbound courtesy calls, and ensuring each customer receives exemplary service on every telephone call or contact. They will also update customer records, liaise with customer relatives as required, and provide assistance to drivers with route planning for the next day's delivery rounds.
Responsibilities
- Take telephone and internet orders and make outbound calls to customers and prospects.
- Support drivers with route planning for the next day's delivery rounds.
- Ensure each customer receives exemplary service on every telephone call or contact.
- Update customer records and liaise with customer relatives as required.
- Ensure customers' needs are met, including providing information on how to cook, store, and re-order meals as necessary.
- Prepare promotional literature as required and communicate details of new products or promotions to customers.
- Search for new business opportunities and share best practices with colleagues to continuously improve our service proposition.
- Take an active interest in the products we sell and promote the benefits of Wiltshire Farm Foods' healthy and nutritious meals to all our customers.
Qualifications/Personal Qualities
- Experience of a customer service role.
- Confident using a personal computer to manage and process orders.
- Confident telephone manner.
- Able to pay attention to detail and be accurate in your work.
- Numerate and good written English, with GCSE Maths and English standard or equivalent.
- Able to work to deadlines.
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