Customer Service Advisor

2 weeks ago


Salford, Salford, United Kingdom Marlowe Fire and Security Full time
Job Description

Marlowe Fire & Security is seeking an experienced Customer Service Administrator to join their team. As a key player in providing an effective and professional service to customers, this role requires a proactive approach and excellent personal interaction with internal and external customers.

Key Responsibilities:

  • Work closely with assigned accounts and National Account Managers to meet customer expectations.
  • Monitor the National Account mailbox to ensure all emails are acknowledged and responded to within agreed timeframes.
  • Update client portals and helpdesks in line with specific account instructions.
  • Ensure all calls are answered within the Service Level Agreement (SLA).
  • Review and respond to all customer enquiries, supporting colleagues as overflow for the call receipt mailbox to ensure all customer requests are raised within the agreed timeframe.
  • Liaise with internal teams to ensure effective response to customers and work completed within the SLA.
  • Educate any potential risks to the business to the Customer Account Manager and Customer Service Manager.
  • Process sales orders as required.
  • Manage customer queries and complaints through to completion.
  • Compare data from the customers database and Marlowe database to ensure both systems are aligned.
  • Investigate potential closed sites.


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